Customer Service Team Leader, Ceramics and Paper

il y a 5 jours


Brussels, Belgique Imerys Temps plein

The Company

If you want to grow your skills and develop your career, find out more at

The Position

Customer Service Team Leader, Ceramics and Paper & Board markets

Job Summary

Role- Organise and support the Customer Service Managers in the supervision of the Customer Service activities in Lixhe for the Ceramics and Paper & Board Markets.- Ensure the best quality of service to Customers of these markets. With the customer service team, be the point of contact of all customers for every request alongside the Ceramics and Paper & Board Sales team.- As key partner of the Logistics / Sales teams, ensure a smooth communication by participating to ad hoc meetings to permanently be informed about evolutions and share as well news from the Customer service.

**Responsibilities**:
- Support the Customer Service managers in the coordination of customer service teams activities.- Organise and participate to the onboarding of the new recruits in order to ensure a proper ramp up of collaborators’ competencies and knowledge at the right pace- Escalate to the relevant Customer Service manager in case of issues (roles & responsibilities of team members not clearly defined, competencies gap etc )- Be the point of contact for the Customer Service teams in Lixhe with operational issues and support them in the solving. Escalate to the Customer Service Managers if the problem is critical and cannot be solved by the team within a certain timeline.- Be a facilitator in the relationship with the back offices teams in order to ensure a smooth collaboration- Actively participate and sometimes lead the daily visual management meetings for the Customer Service teams based in Lixhe- Help to solve operational issues on ERPs, escalate to IT support when necessary- Support the team in the creation of customer complaints and requests and make sure they are properly managed and addressed through CRM (Salesforce) according to the common Performance Minerals EMEA process- Participate to the continuous improvement of processes and is proactive in proposing solutions for identified pain points (to external & internal customers)- Produce Customer Service KPIs and report on performance along with necessary action plan- Be the referent point of contact in case of absence of the managers, escalate the issue when necessary- Participate to the OTIF and customer satisfaction for Ceramics and Paper & Board markets- Participate to the complaints KPIs- Key interfaces: strong partnership to be built with (i) Customer Service teams (ii) Logistics, (iii) Operations, (iv) Ceramics and Paper & Board Sales teams, (v) Finance

Accountability- Participate to the OTIF and customer satisfaction for Ceramics and Paper & Board markets- Participate to the complaints KPIs- Key interfaces: strong partnership to be built with (i) Customer Service teams (ii) Logistics, (iii) Operations, (iv) Ceramics and Paper & Board Sales teams, (v) Finance

Title, Position in the organisation & Grading- Title: Customer Service Team Leader, Ceramics and Paper & Board markets- Reporting to: Customer Service Manager Ceramics- Grading: N-5 / L6- Location: Lixhe, Belgium

Competencies & Experience

Key competencies- Strong customer orientation and business/commercial sense (understanding of key principles such as contract negotiation, price increase cycle, etc)- Deep knowledge of customer service topics- Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)- Good analytical and problem solving skills, result oriented- Rigorous, organized and process oriented- Tools knowledge: ERP (SAP), CRM (Salesforce), Google will be a plus- Management skills such as teamwork organization, performance management and leadership- Strategic thinking

Ideal background/ experience- Fluent in English and French, any other language is a plus- Bachelor or Master degree or equivalent professional experience- 5 years experience in customer service

Position Type

Full time

and

Permanent
- Only technical issues will be monitored through the below inbox:_
- PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED._
- IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws._


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