Customer Service Manager

Trouw Nutrition; Belfast; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company dedicated to sustainable practices in animal nutrition. As a Customer Service Manager, you'll lead a dynamic team, ensuring exceptional service delivery while fostering a customer-focused culture. This role offers the chance to develop innovative solutions and enhance operational efficiency, all within a supportive environment that values growth and employee engagement. If you're passionate about making a difference in the industry, this is the perfect opportunity for you.

Benefits

Global benefits

Competitive salary

Growth opportunities

Qualifications

• Proven leadership in customer service environments.
• Experience in managing customer relationships effectively.

Responsibilities

• Lead a team of customer service representatives to ensure effective service delivery.
• Develop plans for complex customer accounts and maintain relationships.

Skills

Management experience in Customer Service

Sales experience

Logistics experience

Tools

CRM systems

Job description

Job Description:

Nutreco, a member of the SHV family, is committed to 'Feeding the Future' through sustainable and innovative practices. Nutreco operates through two main business lines: Skretting, a leading global provider of innovative aquafeed solutions, revolutionizing aquaculture for a sustainable future, and Trouw Nutrition, which specializes in animal nutrition, advancing livestock health and productivity with cutting-edge solutions.

We are seeking a Customer Service Manager responsible for leading a team of customer service representatives, ensuring effective service delivery to internal and external customers. The role involves handling customer complaints and escalations, maintaining a positive, productive service environment, fostering a customer-focused culture, and working to improve employee engagement.

About the Role:

Sales and Support:

• Prepare tenders and quotations; liaise with Sales, Purchasing, and Finance departments.
• Re-negotiate contracts regarding price, specifications, and delivery to maintain customer relationships and meet business requirements.

Resolving Customer Issues:

KPI’s, Continuous Improvement & Optimization:

• Establish, monitor, and refine service KPIs such as OTIF, NPS, DSO, Order & Invoice Accuracy, OD, PO, OE; analyze bottlenecks and improve processes.
• Develop customer-centric service solutions and initiatives.

Commercial Administration & Data Management:

• Manage billing, recalculations, and data archiving in accordance with company guidelines.

Leadership & Direction:

• Provide leadership through setting objectives, performance reviews, and ongoing feedback.

Customer Relationship & Account Management:

• Develop plans for complex customer accounts, build relationships with decision-makers, and facilitate effective communication.

Operational Compliance:

• Monitor and review team performance to ensure compliance with organizational policies and regulations.

CRM Data Oversight:

• Oversee CRM system implementation and maintenance; identify opportunities for system improvements.

Key Skills & Qualifications:

• Management experience in Customer Service, Sales, or Logistics.

Why You Will Love Working with Us:

• Global benefits including a full-time position, competitive package, and growth opportunities within Nutreco and the SHV group.

About Trouw Nutrition:

Leading provider of innovative feed solutions, operating in 25 countries with around 5000 employees, dedicated to 'Feeding the Future.'

Equal Opportunity Employer:

We consider all applicants without regard to race, color, religion, sex, national origin, or other protected statuses. Please inform us if accommodations are needed during the recruitment process.