Customer Support Manager (m/f/d) – French and Dutch speaker

Job Description:

We are looking for a dedicated and experienced Customer Support Manager based in the Walloon region to join our dynamic team.

In this position, you will play a pivotal role in ensuring that our customers receive the highest level of service across Belgium, France, and the Netherlands. This role is suitable for someone with a strong background in customer service, experience in leading projects, and a passion for excellence.

You will collaborate cross-functionally to resolve customer issues, develop and implement support strategies, and continuously improve our support processes. Your role will also involve guiding and coaching a team of Team Leaders to help them achieve their goals.

Main responsibilities:

• Oversee daily operations of the customer support team across Benelux.
• Cultivate and strengthen partnerships with customers and internal stakeholders to ensure seamless collaboration and high-quality service delivery.
• Identify, develop, and implement support strategies, tools, and processes.
• Lead and coach Team Leaders based in Belgium and France.
• Maintain up-to-date knowledge of company products and services.
• Prepare and present regular reports on team performance.
• Ensure compliance with company policies and procedures.
• Stay informed about industry trends and best practices.

Your profile:

• Bachelor's degree in a related field or equivalent experience.
• Extensive experience in customer support, operations, or a similar role.
• Experience in developing and implementing support strategies.
• Proven leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong customer focus, problem-solving, and conflict resolution skills.
• Strong organizational and time management skills.
• Knowledge of performance metrics and reporting.
• Proficiency in customer support software and tools.
• A very good level of Dutch and French.
• Comfortable with shift work, including weekends and holidays.
• Willing to travel nationally and internationally.

About Antech:

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span over 90 reference laboratories worldwide; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related support; veterinary imaging and technology; veterinary professional education and training; and support services from board-certified specialists.

Antech is part of Science & Diagnostics, a division of Mars Petcare — and we are dedicated to one purpose: creating A BETTER WORLD FOR PETS. Through comprehensive veterinary care, nutrition, breakthrough programs in diagnostics, wearable health monitoring, DNA testing, and pet welfare, our 100,000 Petcare Associates help pets in more than 130 countries.

Mars is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or accommodations during the application process due to a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized for requesting it.