Customer Service Manager

We Are AnalytiChem AnalytiChem is a global company founded in 2021 that assists analytical testing laboratories in the industrial, environmental, and materials markets to collect actionable data to optimize their business. Our mission is to enable our customers' science by providing a solutions-oriented and integrated range of products that help them collect their best data. We are experiencing rapid growth, both organically and through acquisition, with 8 companies worldwide and counting. Our brands include Analytichem, SCP Science, Chem Service, Bernd Kraft, OREAS, Chem-Lab, Northeast Laboratories and BioTrading and we support customers in a wide range of industries from Industrial to environmental and animal health. If you are looking for a dynamic work environment in a fast growing organization where you can make a difference, AnalytiChem might be the challenge you are seeking. The Role: We are looking for a talented and enthusiastic Customer Service Manager who can contribute to and share in our success. The Customer Service Manager is part of the Sales team, and is part of the Belgian management team. The Customer Service Manager acts in a customer-oriented manner and is responsible for the daily planning and coaching of the Customer Service Representatives, working together with the team to achieve the company's sales targets. The Customer Service Manager is responsible for all aspects of customer support (Domestic market, Export and OEM), troubleshooting, training, and onboarding of employees. This position is based in Zedelgem. Key Responsibilities Team Management Leading, mentoring, and motivating the Customer service Team Recruiting new employees and providing on-the-job training Conducting regular employee reviews and team meetings Customer Support Responsible for all customer enquiries, orders, and complaints via various channels (telephone, email, post, chat, social media, etc.) Increasing and maintaining customer satisfaction through timely and effective handling of all customer issues Developing strategies to improve the customer experience Ensuring and deepening important customer relationships Performance Measurement Defining and determining Key Performance Indicators (KPIs) such as response times, number of customer issues handled, number of quotations made, number of orders entered, etc... Analysing customer data and feedback to evaluate trends and define improvement suggestions Regular preparation and presentation of performance reports to senior management Process Optimisation Identifying and improving customer service processes Increasing the effectiveness and efficiency of customer service using best practices and innovative solutions Collaborating with other departments to ensure smooth customer contact Compliance Adhering to legal regulations and company policies Service Coordinating and organising the activities of the Customer Service team according to the priorities and skills of each employee and the needs of the organisation Ensuring efficient and effective service, taking into account the organisation's quality requirements Offering attractive prices and conditions in consultation with the Sales Manager Supporting and monitoring contract conclusion with customers, considering the existing product range, pricing, and delivery times Building long-term customer relationships and increasing satisfaction among key customers Ensuring smooth communication and collaboration with other departments to provide optimal service to customers Accurate reporting to XXXX by reviewing sales reports Motivating the Customer Service team to optimally utilise skills, talents, and know-how and to build a well-functioning team Ensuring and maintaining expertise and technical skills to optimise customer service Competencies & Qualifications: Bachelor's degree or equivalent education At least 5 years' experience as a Customer Service Manager Very good knowledge of Dutch and French language skills and fluent English Autonomy: Act independently. Carry out tasks, identify opportunities, and solve problems with little or no guidance. Attention to Detail: Pay attention to small but important things. Ensure all activities are carried out carefully and error-free. Planning & Organisation: Gather and structure information, set priorities, group tasks, manage resources, set up and track actions to work efficiently towards a goal. Results Orientation: Achieve results by focusing on the gradual realisation of the goal and acting with determination and purpose. Analytical Thinking: Break down situations or challenges into smaller parts. Identify and close information gaps, recognise connections, and understand a variety of data. Creativity: Generate new ideas, insights, and innovative approaches. New concepts arise from imagination and unusual combinations. Adaptability: Show initiative and commitment to acquire new knowledge, insights, and skills. Adjust behaviour based on previous experiences and feedback. Take on challenging tasks that lead to professional and personal growth. Problem Solving: Develop effective solutions based on good analysis and understanding of the problem. Strategic Thinking: With a broad and long-term perspective that combines expertise, market information, and management skills. Anticipate future trends, risks, and opportunities. Develop a vision and plan for the future. Collaboration: Work effectively with colleagues towards common goals and contribute to a positive working atmosphere. Communication: Express ideas and opinions clearly and in a structured way. Effectively adapt the message and style to the audience or conversation partner to ensure good understanding. Customer Orientation: Anticipate, understand, and meet customer needs. Develop and/or provide excellent customer solutions and service. Active Listening: Pay attention to information and opinions of others and be consciously open to understanding other perspectives. Networking: Proactively develop relationships with people and organisations relevant to the company. Exchange ideas and information with several colleagues, (potential) customers, and other stakeholders. Coaching and Development of Direct Reports: Support employees in their professional development. Guide them towards continuous training, performance improvement, and growth. Recruitment: Find, attract, and recruit the right talents for the right role at the right time. Motivating Others: Promote engagement and enthusiasm among colleagues to work towards business goals and give their best. Setting Up Systems and Procedures: Define and design a structured approach for recurring tasks and projects, optimising the use of employees and resources. Think you're a fit? We'd love to meet you. Apply now