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Customer Service Manager

Erpe-Mere (Belgium)

Sales & Customer Service

Permanent contract

Day

As Customer Service Manager, you and your team make sure that our (inter)national customers get their tasty bakery products delivered correctly and on time. You’re responsible to lead the overall Order to Delivery Flow while leading the Customer Service team. As we are growing every year, you will also get the opportunity to work on some new and challenging projects or improvement initiatives and have real impact.

In this role you are part of the Supply Chain Western Europe organization within the Frozen division of La Lorraine Bakery Group, working from our offices in Erpe-Mere.

  • You’re responsible for providing every day outstanding Customer Service to our national and international (incl export) customers while leading, motivating and developing your team for the future.
  • You work with the internal warehouse, a network of external warehouses in Europe and forwarders to ensure the correct delivery of our products.
  • You communicate proactively with our customers in case of issues or delays.
  • You drive the introduction of the sales planning role and available to promise (ATP) within your team in order to share the latest updates on availability of our products. You implement the allocation in case of shortages.
  • You’re responsible to onboard new customers and ensure that potentially new requirements are embedded in our processes.
  • You monitor and analyze the customer satisfaction via KPI reporting. You identify and implement proactive actions to improve the overall performance.
  • You strive for continuous improvement within the Order to Delivery process. You identify and implement opportunities for improvement, automation,… On short term you support the go-live of SAP4HANA.

In this role you will report to the Supply Chain Director. 

  • You have a Master Degree in Business, Economics, Languages,…
  • Proven experience of 8+ years in managing Customer Service. Experience in FMCG is an asset.
  • You’re a good communicator, fluent in Dutch and English.
  • Proven ability to lead and motivate a team, preferably in a growing business. Today your team consists out of 12 highly engaged colleagues, and this will grow in the future.
  • Knowledge working with an international customer base with a network of multiple warehouses. Knowledge of export is an asset.
  • You’re a ‘Problem finder and Solver’, you analyze data efficiently and know to set priorities.
  • Knowledge of SAP and Microsoft Office Applications is a must and Robotic Process Automation is a plus.
  • You will join an international family business with a strong long-term vision where more than 5,000 enthusiastic colleagues go for it together and are driven by 5 strong values.
  • We invest in a happy working environment through various sport and team events.
  • You can literally taste our passion every day, through our fresh and innovative top products.
  • You help build a better world; sustainability is high on the agenda within our company.
  • You get the chance to grow and develop in a very dynamic environment. Our LLBG Academy supports you to become the best version of yourself.
  • An interesting financial package, complemented by 1 day home working, meal vouchers, hospitalisation insurance, group insurance, a car and 10 extra holidays on top of statutory leave.
  • You get the opportunity to roll up your sleeves yourself, take initiative and help make a difference.

La Lorraine Bakery Group (LLBG) is an international family-owned company headquartered in Belgium with more than 85 years of experience in the milling and bakery sector. More than 5,000 passionate employees produce and sell high-quality bakery products to consumers, retailers and foodservice professionals in over 35 countries every day. They do so with respect for people, product and planet, because at LLBG we want our company and our people to grow in a sustainable way.

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Maarten - Sales Manager at LLBG

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Ines Sax

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