Customer Service Teamleader

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

You are the first and main point of contact for all customers, providing them all the information related to their orders. As Teamleader you will ensure a correct order input and follow-up and provide a reliable and high-level service.

Key Accountabilities?

• You manage the daily organisation of your team ( meetings, holiday periods, evaluations, follow up objectives,..)
• You organize all orders + do the follow up (incomplete orders, invoices, respect of lead times, stock or if shortage product replacement..), respecting internal food safety standards ( HACCP, BRC,..)
• You support the roll out and use of E-commerce or automation of orders
• You ensure the respect of the company policy and procedures in terms of customer care
• You are responsible for the customer information requests (complaint handling and feedback root cause, coordination feedback customer questionnaires,..)
• You serve as the SPOC between internal departments and the customers (and vice versa) for all relevant communications. Examples (not exhaustive): product information, new launches, Technical Data Sheets and updates thereof, promotional material, questionnaires, etc.
• You listen to customers and collect any remarks and information that can be used to improve Puratos’ service. You communicate the information to the relevant departments: Shipping teams, Marketing, R&D, BU, Production, Distribution & Warehousing, etc.
• You support commercial activities (reducing total Rush Orders and related express costs,..) and you collect and communicate sales information that can be used as input to Sales Forecast
• You work closely with 2 other team leaders and the Customer Service Manager
• You work on projects cascaded by the Customer Service Manager

Who are we looking for?

• You have a bachelor’s degree in linguistics, or in an economic business oriented direction (international business administration, commercial sciences,..) or equivalent by experience.
• You have a first experience within a customer service department in an international production environment.
• You have profound experience with an ERP/MRP system (such as SAP).
• You are strong customer oriented with good communicative skills.
• You are able to work autonomously and under pressure, setting priorities and with a solution focus.
• You also like working in team, with colleagues over different departments and with external stakeholders.
• You speak and write fluently English and have a good knowledge in Dutch.

Why would you join Puratos?

You will join a stable family business that has become an international market leader. You will be welcomed in a dynamic work environment where passion for innovation, team spirit and continuous improvement are part of our main priorities. You can expect to have a fascinating and varied job in an atmosphere with open communication, where personal development is strongly encouraged through ownership, coaching and training. You can count on a competitive salary package with attractive benefits such as:

• meal vouchers (8€/day)
• free group, dental and hospitalization insurance
• 13th and 14th month pay

Watch our corporate movie and feel the Puratos Magic: https://www.youtube.com/watch?v=3oWeohwqgW4&t=69s

Who are we?

The secret behind Puratos’ global success and consistent growth are taste and quality. At Puratos you will be joining an enthusiastic, committed and passionate team of more than 9000 employees. We are a leading, B2B, international player and, what is more, a Belgian & Spanish-owned family business. Our people make the difference every single day. How? By developing, producing and distributing a unique and high-quality range of ingredients for bakers, pastry-chefs and chocolatiers, since 1919.

After a century growing our business, our products and services are available in more than 100 countries around the world. Our passion for innovation, understanding our customers, and their customers’ needs, as well as our core values form the basis of our passion to improve.

Working at Puratos is choosing a Top Employer in Belgium.