Customer Service Manager

Customer Service Manager ( NL/ FR / EN ) Define, structure and lead the Customer Service organisation through a product-oriented approach to ensure an optimal customer experience, with a focus on responsiveness, proactivity and high-quality communication. Define, implement and manage a purchasing strategy for the raw materials essential to production activities and for operational subcontracting, to ensure reliable, competitive supply aligned with the company’s operational needs. Ensure effective team management and anticipate the teams’ skills needs to strengthen the company’s competitiveness, create sustainable value and respond with agility to customer needs and market developments.

KEY RESPONSIBILITIES
(non-exhaustive list) As Customer Service Manager, your responsibilities will include: People management
• Build (and, where necessary, recruit or dismiss team members), lead, develop and inspire a Customer Service team, providing guidance, coaching and support to foster their growth and development.
• Set clear objectives for the team and individual employees, aligned with the organisation’s vision, business strategy and values, and support them in the transition of Customer Service towards a product-oriented approach.
• Lead initiatives to develop and maintain team members’ technical and application-related skills and customer knowledge, and improve team productivity, the quality of delivered products and overall performance.
• Conduct regular performance reviews, provide constructive feedback and identify opportunities for skills development and career advancement.
• Promote a positive and inclusive working environment that values diversity, equity and inclusion. Customer service and relationships
• Ensure comprehensive administrative management of customer files and documentation, from Production instructions to invoicing, to deliver a service that meets the defined quality criteria.
• Ensure accurate and timely invoicing, closely monitor payments and payment reminders, and ensure that customers receive high-quality service and that their questions and concerns are addressed effectively and professionally.
• Ensure effective management of customer requests and complaints across various channels (telephone, email, customer ticketing, online chat, etc.), consolidated through the ticketing tool, to maintain customer satisfaction at all times.
• Ensure transparent, effective and constructive communication, and work closely with Service Delivery, Operations, Sales and SA-PM to ensure deadlines are met according to the criticality of the customer issues to be resolved and to improve the overall customer experience.
• Build and maintain professional and constructive customer relationships, support customers in finding the best response to their needs within a product-oriented approach and, where necessary, intervene in difficult cases to maintain customer satisfaction at all times.
• Analyse customer data and feedback, monitor activity by product and customer, and contribute to profitability analysis in collaboration with Finance and Sales to identify trends and opportunities for improvement and growth.
• Develop and monitor key performance indicators (KPIs) to assess Customer Service effectiveness and continuously improve the quality of customer service. Control and continuous improvement
• Implement the internal policies and procedures required to establish a Customer Service organisation based on a product-oriented approach, ensuring operational excellence, service quality and compliance with deadlines.
• Ensure compliance with quality standards and company policies, identify and implement relevant quality controls, and introduce the necessary corrective and preventive actions to continuously improve service quality.
• Take ownership of Customer Service projects, including continuous improvement initiatives, to improve team efficiency and service quality. Purchasing management
• Define and implement a purchasing strategy for consumables (paper, envelopes and cardboard) in collaboration with Procurement, aligned with company policy and incorporating economic, environmental and regulatory considerations, to ensure sustainable, optimised supply that meets operational needs. Identify, select and evaluate suppliers, prepare and manage tendering processes, and negotiate contractual terms to ensure service quality, competitive offers and lasting supplier relationships.
• (SAM/SECO responsibilities) Analyse expenditure, monitor the purchasing budget, establish performance indicators and propose improvements to control costs, optimise margins and support the company’s financial objectives.
• Verify that purchased products and services comply with internal, regulatory and environmental requirements, address incidents and contribute to risk management (DRP/BCP) to secure the supply chain and maintain a high level of service quality. PROFILE As Customer Service Manager, you:
• Hold a master’s degree in management, business, communication or a related field, or have equivalent experience.
• Have at least 10–15 years of professional experience, including at least 5 years in B2B customer service, as well as proven team management experience.
• Are proficient in French, Dutch and English, both spoken and written, enabling you to communicate effectively with customers, internal teams and suppliers.
• Know how to structure and lead a customer service organisation: clarify responsibilities, optimise processes, define performance indicators and improve service quality.
• Have supported teams through organisational transformation, ideally towards a product-oriented approach or standardised services.
• Demonstrate leadership that brings people together: you provide clear direction, support your team members and develop their skills and autonomy.
• Combine a customer focus with assertiveness: you understand needs, manage sensitive situations and propose realistic solutions consistent with the company’s commitments and capabilities.
• Communicate clearly and foster effective collaboration between commercial, technical and operational teams.
• Can plan activities, prioritise competing demands and lead improvement projects, anticipating risks and constraints.
• Use data and customer feedback to guide your decisions, improve performance and contribute to profitability.
• Are comfortable with CRM and ticketing tools and can develop a sound understanding of products, technical processes, internal procedures and quality systems.
• Experience in a SaaS environment or a company operating in IT and digital services is an asset.
• Experience in purchasing, supplier negotiations or subcontractor management is also an asset. Our Offer
• A competitive salary package with extra-legal benefits, including a company car/mobility plan, company Bonus CCT90 , group and hospitalization insurance, and meal vouchers.
• Autonomy and flexibility to have a direct impact on speos' growth.
• A stimulating and evolving role with numerous challenges, opportunities, and innovative projects.
• A dynamic team within a family company culture
• A unique atmosphere of collegiality and conviviality.
• Room for ideas, initiative, and professional development in a diverse team of talented colleagues. Why speos? speos is an innovative and leading Belgian company that empowers businesses with optimized and secure administrative and financial processes. We manage all aspects of outbound document workflows, from document generation to distribution across print and digital channels. Our ultimate goal is to ensure the success of our customers' administrative and financial processes, allowing them to focus on their core business. As a subsidiary of the bpost group since 2001, speos is the #1 reference in our field of expertise in Belgium. This recognition is built on our ambitious management, cutting-edge technological know-how, and proven customer service.