𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗦𝗘𝗥𝗩𝗜𝗖𝗘 𝗠𝗔𝗡𝗔𝗚𝗘𝗥

𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥 𝗦𝗘𝗥𝗩𝗜𝗖𝗘 𝗠𝗔𝗡𝗔𝗚𝗘𝗥 | 𝗣𝗵𝗮𝗿𝗺𝗮 𝗟𝗼𝗴𝗶𝘀𝘁𝗶𝗰𝘀 Location: Zaventem (Belgium) Reporting to: Operations Manager / Country Manager Department: Customer Service – Pharma Logistics Contract Type: Permanent (Full-time) Level: Manager / Team Leadership 𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗖𝗼𝗺𝗽𝗮𝗻𝘆 A leading company in pharmaceutical transportation and logistics, specialized in cold-chain operations and GDP-compliant distribution. With a strong commitment to quality, precision, and customer care, the organization delivers best-in-class service to national and international clients while upholding the highest regulatory and operational standards. 𝗣𝗼𝘀𝗶𝘁𝗶𝗼𝗻 𝗢𝘃𝗲𝗿𝘃𝗶𝗲𝘄 – 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 The Customer Service Manager leads and develops the Customer Service team, ensuring an agile, accurate, and client-centric response to all inquiries related to pharmaceutical transport, temperature-controlled shipments, and specialized distribution. This role acts as the key liaison between clients, operational departments (transport, warehouse, quality), and senior management, guaranteeing full compliance with GDP regulations and internal SOPs. 𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 Lead, supervise, and support the Customer Service team (4 people + Manager). Ensure timely, precise, and customer-oriented responses to all client requests and incidents. Serve as the primary point of contact between clients and transport, warehouse, quality, and operations teams. Manage and resolve shipment-related issues: temperature deviations, delays, failed deliveries, route incidents. Ensure full compliance with GDP guidelines, internal SOPs, and quality standards. Prepare, analyze, and present KPIs related to service quality, response times, and customer satisfaction. Coordinate high-priority shipments and monitor critical deliveries. Maintain close communication with key accounts and participate in client review meetings. Train the Customer Service team on pharma transport processes, cold-chain requirements, and incident handling. Drive continuous improvement of workflows, tools, and communication procedures. Collaborate with Quality on audits, CAPAs, deviations, and regulatory processes. 𝗣𝗿𝗼𝗳𝗶𝗹𝗲 𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀 Education Bachelor's degree in Logistics, Business Administration, or a related field. Additional training in pharmaceutical transport, cold chain, or GDP compliance is a strong advantage. Experience Minimum 2- 3 years in Customer Service within pharmaceutical logistics or specialized transport. Experience working in regulated environments (GDP) and temperature-controlled operations. Previous experience leading or coordinating customer service or operational teams. Knowledge of CRM platforms (Salesforce desirable). Languages 🇳🇱 Dutch 🇫🇷 French 🇬🇧 English (Professional proficiency desirable in all three) Skills & Competencies Strong leadership and team management abilities. Excellent problem-solving and decision-making skills under pressure. Clear, structured, and service-oriented communication style. Analytical mindset with confidence working with KPIs and reporting. High level of organization, accuracy, and regulatory discipline. Proactive approach and continuous improvement mindset. 𝗪𝗵𝗮𝘁 𝗪𝗲 𝗢𝗳𝗳𝗲𝗿 A key leadership role bridging client service and operations in a highly regulated environment. Direct involvement in process improvement and service excellence. Opportunity to lead and develop a growing Customer Service team. Dynamic, international work environment with real impact in the healthcare sector. Competitive compensation package including: Fixed salary based on experience Performance-based bonus Perks: Health insurance, mobility allowance Training programs and leadership development initiatives