Customer Service Manager New

Nutreco; Belfast; On-site; GBP 35,000 - 55,000; 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 in service delivery. With a focus on fostering a customer-centric culture, the successful candidate will play a pivotal role in enhancing employee engagement and optimizing team performance. Join a global organization that values innovation and offers opportunities for professional growth, all while contributing to sustainable practices in the industry.

Benefits

Competitive salary

Pension scheme

Professional growth opportunities

Qualifications

• Experience managing a team in customer service or sales.
• Strong communication and problem-solving skills.

Responsibilities

• Manage customer service team activities and ensure effective service delivery.
• Address and resolve customer complaints promptly.

Skills

Management experience in Customer Service

Sales experience

Logistics experience

Communication skills

Problem-solving skills

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.
• Trouw Nutrition: specializes in animal nutrition, focusing on advancing livestock health and productivity through cutting-edge solutions.

We are seeking a Customer Service Manager who will manage activities of a team of customer service representatives, ensuring effective service delivery to all internal and external customers. The role involves handling customer complaints and escalations, maintaining a positive and productive service environment, and fostering a customer-focused culture. Additionally, the manager will work to improve employee engagement.

About the Role:

Sales and Sales Support

• Prepares tenders and quotations, liaises with Sales, Purchasing, and Finance departments.
• Re-negotiates contracts with customers regarding price, specifications, and delivery to maintain relationships and meet volume, quality, and price requirements.

Resolving Customer Issues

Address and resolve customer complaints and issues promptly and effectively.

KPI’s, Continuous Improvement, and Optimization

• Establishes, tracks, and refines KPIs such as OTIF, NPS, DSO, Order & Invoice Accuracy, OD, PO, OE, to drive business performance.
• Identifies bottlenecks, analyzes processes, and implements improvements to optimize work systems and team efficiency.
• Develops customer-centric service solutions and initiatives.

Commercial Administration and Data Management

• Handles billing, recalculations, and data accuracy in compliance with company guidelines.
• Ensures proper management of customer data following archiving procedures to support customer relationships.

Leadership and Direction

• Provides leadership through setting objectives, performance reviews, and ongoing feedback to team members.

Customer Relationship Management / Account Management

• Develops and implements relationship management plans for key accounts, fostering strong relationships and effective communication.

Operational Compliance

• Monitors and reviews team performance to ensure compliance with organizational policies and regulatory standards.

CRM Data

• Oversees CRM system implementation and maintenance, identifying opportunities for system improvements.
• Possesses excellent communication and problem-solving skills, with expertise in CRM functionality and usage.
• Acts as a change catalyst, inspiring and influencing team members.
• Understands manufacturing challenges and performance metrics.
• Approaches work with curiosity, identifying risks and opportunities for follow-up.

Key Skills:

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

Why You Will Love Working with Us:

Global Benefits

• Full-time position in an international, dynamic environment.
• Competitive salary and pension scheme.
• Opportunities for professional growth within Nutreco and the SHV group.