Customer Service Team Leader

**Mission**

The customer service team leader is the first and main point of contact for all affiliates providing them all the information related to their orders. He / she will ensure a correct order input and follow-up and provide a reliable and high-level service.

The customer service team leader will manage a team of 6 customer service employees, be the link between customer service manager and the customer service team, work closely with two other team leaders.

**Key accountabilities**

Your responsibilities within this role are to:
**Customer Information Request Management and Order Management**
- Ensure adherence to company policies and procedures for customer care and information request management
- Coordinate with internal stakeholders (R&D, Quality, Warehouse, Transport, Production Planning) to address customer inquiries and requirements
- Maintain and create accurate customer master data, manage Complaint Handling through our CRM system and be the SPOC (single point of contact) between internal departments and the affiliates (and vice versa) for all relevant communications
- Take care of all order management tasks.
- Comply** **to all applicable legal regulations and international food safety standards.

**Commercially related activities**
- Monitor subsidiary orders within the portfolio to ensure on-time and complete deliveries including Rush Order procedure
- Collect and communicate sales information that can be used as input to Sales Forecast and connection between Sales, Design Department and affiliates when required.
- Follow up on Food Waste

**Specific tasks as team leader**
- Create an inspiring team environment with an open communication culture and define clear objectives for your team
- Oversee day-to-day operation, be the first contact person for escalation and give support on solving issues
- Transfer and translate management decisions towards the team and lead by example

**Who are we looking for ?**

For this position, you should:

- Possess a Bachelor's degree or equivalent relevant experience (Supply chain, International Trade, Translator, Languages etc.)
- Have 2 to 3 years of in an international supply chain environment or customer service
- Be fluent in English (written and spoken) and have a good knowledge of Dutch. Knowledge of French is an advantage.
- Be proficient in Microsoft Office tools (Word, Excel, Outlook, PowerPoint) and SAP
- Possess strong stress management skills, problem-solving abilities, and the ability to handle challenging situations efficiently. Flexibility, self-motivation, dynamism, and sociability are important qualities.
- Have a customer service attitude and have the capability to question team/own work methods in view of driving continuous improvement

**Why should you join Puratos?**

You will be welcomed in a dynamic work environment with diverse tasks where passion for innovation, team spirit and continuous improvement are key.

You can count on a competitive salary package with attractive benefits such as:

- Meal vouchers (8€/day)
- Group, dental and hospitalization insurance fully paid by Puratos
- 13th and 14th month pay
- Minimum 5 training days per year

Watch our corporate movie and feel the Puratos Magic:
**Who are we?**

Puratos is a growing, international, Belgian family business with a team of more than 10 000 employees worldwide. Since 1919, we have been developing, producing and distributing innovative ingredients for the bakery, patisserie and chocolate sectors and helping our customers to be successful. We are committed to the health and well-being of people and protecting the planet.

Are you looking for the right recipe for your career? Choose Puratos, a Top Employer in Belgium.