Customer Care Manager
COMMERCIAL EMEA AL
Vilvoorde, Belgium
18 dagen geleden

Job Description

  • To ensure completeness, accuracy and timely creation of customer orders, invoices and credit notes
  • To coach and assist the customer care assistant
  • To ensure a dynamic continuous improvement effort is maintained in the billing & customer care department.
  • To ensure an adequate team structure is implemented
  • To ensure clear and adequate communications to and from the billing & customer care department
  • Major Accountabilities :

  • Ensure completeness, accuracy and timely creation of customer orders, invoices and credit notes;
  • Supervise & control the order, delivery (creations & confirmations) with the 3rd party warehouse & forwarder;
  • Develop and implement an efficient team structure for the billing & customer care department, in compliance with internal auditing requirements
  • Ensure adequate audit trails are available for all customer order, invoicing and credit notes transactions
  • Assists and coaches his / her team in line with the NCH procedures, guidelines and code of conduct
  • Ensure support for internal and external audit requirement
  • Identify and address communication issues to and from the other departments
  • Supervise and control of customer care, billing and credit note activities : creation, filing, mailing and general administration
  • Ensure completeness of order & billing transaction processing and release to accounting programs
  • Ensure a continuous improvement on billing & order related processes
  • Ensure the coordination of the sales management activities (Sales, Trade Marketing, Customer Care department)
  • Manage & report the key performance indicators
  • Analyse on a monthly basis the complaints and the credit notes by reason code
  • Report & evaluate on a monthly basis the results of the complaints analysis to the Account Managers
  • Ensure the follow-up of the customer care issues communicated by the customer care assistant
  • Ensure the complete & timely communication of all relevant matters to the Sales Director and interested departments of the company
  • Participate in Sales meetings and assure full communication of important matters to Customer Care assistants
  • Coaching of Customer Care assistants to higher their performance
  • Enhance Customer Care team-spirit through team-building activity and active management of employee expectations and interpersonal relationship
  • Minimum requirements

  • Preferred Bachelor degree or similar relevant experience and / or education
  • Knowledge of an ERP-system is an asset
  • Knowledge of MS Office
  • Dutch, French and English
  • 3 years experience in a Customer Care position
  • 2-3 years in a Customer Care supervisor position
  • Good (tele) communication skills; Leadership skills; Innovative; Action oriented; Accurate; Stress resistant; Customer and quality oriented
  • Team player (integer, respectful, collaborative, loyal)
  • Result driven, action oriented; Diligent, committed; Accountable; Autonomy and problem solving capacity
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