Customer Service Manager

SHV Group; Belfast; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to lead a dynamic team in delivering exceptional service. This role involves managing customer relationships, resolving issues, and driving continuous improvement through KPI analysis. The ideal candidate will possess strong management experience in customer services, along with expertise in CRM systems. Join a forward-thinking company that values professional growth and offers a supportive environment where your contributions will make a significant impact.

Qualifications

• Experience managing customer service teams and driving customer satisfaction.
• Ability to analyze processes and implement improvements.

Responsibilities

• Manage a team of customer service representatives to ensure effective service delivery.
• Develop and implement relationship management plans for complex accounts.

Skills

Management experience in Customer Services

Expertise in CRM systems

Excellent communication skills

Problem-solving skills

Tools

CRM systems

Job description

Nutreco is a member of the SHV family, and we are committed to 'Feeding the Future' through sustainable and innovative practices. Nutreco has two 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 and is committed to advancing livestock health and productivity through cutting-edge solutions.

We are looking for a Customer Service Manager who manages activities of a team of customer service representatives, ensuring effective delivery of service to all levels of internal and external customers. You will handle customer complaints and escalations, maintain a positive, productive service environment, and drive a customer-focused culture while working to improve employee engagement.

About the Role:

Sales and Sales Support

Prepares tenders and quotations, liaises with other departments such as Sales, Purchasing, and Finance. Re-negotiates contracts with customers for renewals regarding price, specifications, and delivery within set parameters and standards to maintain customer relationships and meet volume, quality, and price requirements.

Resolving Customer Issues

KPI’s, Continuous Improvement and Optimization

Establishes, tracks, and refines relevant service-related KPI’s such as OTIF, NPS, DSO, Order & Invoice Accuracy, OD, PO, OE, to drive the business forward. Identifies bottlenecks, analyzes processes, and implements improvements. Develops collaborative, customer-centric service solutions and initiatives.

Commercial Administration and Data Management

Handles billing, pre/post-recalculations within guidelines, and manages customer data according to archiving procedures to ensure proper records and understanding of customer situations.

Leadership and Direction

Provides leadership by setting objectives, reviewing performance, and giving ongoing feedback to ensure team members understand their goals and performance expectations.

Customer Relationship Management / Account Management

Develops and implements relationship management plans for complex accounts, building relationships with decision-makers and resolving issues effectively.

Operational Compliance

Monitors performance and behaviors to ensure compliance with organizational policies, regulations, and codes of conduct.

CRM Data Management

Oversees CRM system implementation and maintenance, identifying opportunities for system improvements to enhance customer relationship management.

Ideal candidates will have excellent communication and problem-solving skills, expertise in CRM systems, and the ability to inspire change and identify risks and opportunities.

Key Skills:

• Management experience in Customer Services, Sales, or Logistics

Why You Will Love Working with Us:

A full-time position in an international, dynamic environment with opportunities for professional growth within Nutreco and the broader SHV group.