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Customer Care Manager

Temporary till January 2027

Utrecht Area

Main purpose

This role supports the company's success by maintaining strong Customer Care competence. The Customer Care department oversees an efficient Order to Cash process, delivering products to customers accurately, on time, and at minimal cost, while maximizing satisfaction.

The Customer Care Lead manages the supply chain between the company and customers, focusing on customer service, efficiency, and ongoing improvement to exceed customer expectations.

Accountabilities

• Order to Cash process
• Drives the execution for an optimal the Order to Cash process and generates correct invoicing on time. Assures correct documentation with shipments (e.g. Export documentation)
• Drive standardization and automation projects as part of the Global Order to Cash re-design project.

Customer Collaboration & Service

• Ensures a high customer service for our customers and be pro-active in optimizing the processes to improve the customer journey
• Represents the (logistical) voice of the customer within the Customer Supply Chain and the Commercial Team
• Responsible for pro-actively continuous improving of the Supply Chain between the company and the Customer or on request of the customer

Complaint management

• Drives the execution of careful complaint management; provide QA department with full information on complaints and customers with full and clear information
• Aligns with sales and customer representatives in case of high impact escalations

KPIs and Continuous Improvement & Management Information

• Observe and evaluate bottlenecks and identify opportunities and drives improvement actions in OTC and OTD processes, procedures and/or systems, and ensure implementation of improvements after approval in the Customer SC and Fighting Unit.
• Be the owner of KPI dashboards, insights and decision documents regarding quantitative and qualitative developments by means of periodical (e.g. S&OP, budget, RF and LRP) and ad hoc reports and/or analyses, based on reporting guidelines to drive PDCA cycle in your area of expertise
• Participates in Community of Practice and drive local implementation of BG Excellence initiatives
• Coordinate any activities related to the constraining and allocation process for the Commercial Unit and determine impact on customer level
• Continuously look for opportunities & improvements within daily work context and take ownership in implementing solutions

Team Management

• Manages the department in such a way that the work is carried out effectively, the sales department is optimally supported, and S&OP process is applied
• Leads and develops a team (incl. Team leads if applicable) through coaching and feedback to maximize performance of themselves and their respective teams
• Be a supportive and active team member, creating an inspiring environment enabling development and growth
• Foster the reputation of the team as the expert in their field by building strong bonds of trust and confidence with internal and external stakeholders
• Support to stakeholders to generate change management momentum needed within their own teams
• Establish and optimize team processes to balance dynamic business priorities
• Embed mechanisms that allow oversight of active projects, resource allocation, tracking to completion and 'telling the story'

Requirements

• Bachelor or Master's degree preferably in Supply Chain Management
• Proven experience in leading a team (> 5 years)
• Knowledge of Customer Care processes in FMCG
• Project management experience
• Knowledge of relevant Systems (Celonis, SAP-ECC, SAP S/4HANA, PBI)
• Fluently in English, written and spoken

Skills

• Strong communication & influencing skills towards senior management
• Strong advisory & interpersonal skills
• Ability to motivate & commit others
• Drive continuous improvement culture & mindset
• Capable to build a true relation of trust with both commercial and supply chain business partners
• Well-developed analytical skills
• Adaptability to work throughout all organizational layers

Let op: vacaturefraude

Helaas komt vacaturefraude steeds vaker voor. We waarschuwen je voor mogelijke misleiding:

• Wij zullen nooit via WhatsApp of in een videogesprek vragen om jouw persoonlijke gegevens (zoals een kopie van je ID, bankgegevens of BSN).
• Twijfel je over de echtheid van een vacature of contactpersoon? Neem dan altijd rechtstreeks contact met ons op via de officiële contactgegevens op onze website.

Important: job fraud

• We will never ask for personal information (such as a copy of your ID, bank details, or social security number) via WhatsApp or during a video call.
• If you're unsure whether a vacancy or contact person is legitimate, please reach out to us directly using the official contact details on our website.

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