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.

Your function:

• 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. 

Your profile:

• 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.

Our offer:

• You will join a growing Belgian family company active in the European bakery sector where you can gain experience within an international context
• Every day, more than 4,000 enthusiastic colleagues produce and sell high-quality bakery products to consumers, supermarkets and the catering industry. This is a unique opportunity to work within a company with a strong vision, which continues to grow and innovate in top-quality products.
• In our organisation, entrepreneurship is highly appreciated and there is room to take initiative.
• You will be part of an organisation with strong growth ambitions that also wants to take responsibility for the environment and society. We make every effort to meet today's expectations in a sustainable way, with our future generations in mind. Sustainability is therefore at the top of our priority list.
• We value our employees and invest in a happy working environment through various initiatives such as: sports and wellbeing activities, respect for worklife balance through 1 day/week working from home and flexible working hours.
• In this position, you will enjoy an interesting financial package including company car, meal vouchers, hospitalisation insurance and group insurance, complemented by 30 days' holiday that can be planned freely.
• Our products take centre stage and you can literally taste our passion every day.