Team management
o Hires, leads, coaches and appraises Customer Services staff, and develops (the cooperation between) staff using the relevant HR instruments, service and
procedures. Ensures an effective structure and adequate staffing of the department in order to deliver results, and nurture a positive and learning culture.
o Manages on a daily basis the Customer Services staff, organizes and supervises the activities and work of the team to ensure that all work within Customer
Services is carried out efficiently and in accordance with operating procedures and policies.
· Sales and Sales Support
o Prepares tenders and quotations, liaises with other departments, particularly Sales, Purchasing and Finance & Administration and also with haulage
companies. After the awarding the tenders, ensures systems are updated and other departments (e.g. Purchasing, QA/QC) are informed.
o (Re)negotiates contracts with customers for renewals regarding price, specifications and delivery within defined parameters and standards set by Sales, in
order to continue the relationships with customers meeting volume, quality and price requirements.
· Customer Support and Complaints Handling
o Monitors the implementation of the helpdesk function for internal and external customers in accordance with the agreed procedure for this purpose and in
complex cases handling the complaints themselves in order to quickly and adequately to advise customers and otherwise to support and promote customer
satisfaction. Advises, answers questions and handles complex complaints, supports and coaches staff in advising clients, at the request of the sales
department or in case of customer support problems
· Continuous Improvement and Optimization
o Identifies bottlenecks and analyses, initiates, (co)develops, implements, optimizes and/or continuously improves work processes, techniques and systems
within the team and encourage the optimization and improvement of current processes; if needed prepares and implements a functional design to replace or
improve existing work processes of the department, focused on the efficient running of the business, contributing to more effective and efficient processes,
techniques and systems
· Commercial administration and data management
o Executes and adjusts all acts relating to the billing and pre-, post-and re-calculations, within the guidelines applicable to the processing of data in relationship
management, aimed at proper and clear records. Core activities: care of the preparation and modification of pre-, post-and recalculations; care of the billing,
preparation of monthly reports.
o Ensures the proper management of all data from external customers in accordance with the archiving procedures, aimed at understanding the customer's
situation required for an adequate customer relationship. Ensures proper collection, entering and verification of all data and information from customers in the
automated customer information system, ensuring proper archiving the relevant files
o Updates product data in the relevant systems, giving an up-to-date insight in products, prices and other relevant information, including processing of price
indexations and adjustments and/or entering prices for new products and introducing of new products in the system, possibly add to customer assortment.
Checks product specifications, labels and documents on consistency and communicates / coordinates with customers for correct documentation (labels,
export documents)
· Audits
o Informs Quality Control Department, in a timely manner, of the state of supplier audits and provides advance guidance on areas customers wish to review.
Co-ordinates responses to the customer.
