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Tessenderlo Group

Customer Service Manager

At Tessenderlo Group

Tessenderlo Group is a diversified industrial group that focuses on agriculture, valorizing bio-leader in most of its markets and recorded a consolidated revenue of 1.7 billion EUR in 2017. Tessenderlo Group is listed on Euronext Brussels and is part of Next 150 and BEL Mid indices. Financial News wires: Bloomberg: TESB BB – Reuters: TESB.BR – Datastream: B:Tes
For our Supply Chain team supporting the Tessenderlo Group Business Units Tessenderlo Kerley International & Performance Chemicals, we are looking for a motivated Customer Service Manager. The job is based in Ham, but scope of the job also covers the Customer Service team located in Loos, France.  This function will report to the Supply Chain Manager.

Customer Service Manager

Job description

  • You are responsible to manage and lead a team of Customer Service Representatives (CSR’s) located in Ham & in Loos and for the end to end Order-to-Cash process to ensure a high level of Customer Service. (credit & cash collection is managed by other department)
  • You take ownership of the Customer Service-process and drive continuous improvement of that process.
  • You assess our processes in view of our customer experience ambition & are able to bring & implement ideas to make it easier to do business with us and /or to decomplexify processes.
  • You proactively identify problems & improvement opportunities and involve other parties for resolution when necessary in order to increase efficiency of the process.
  • You drive the complaints process with high attention to the customer & to a continuous improvement of our processes.
  • You represent the Customer Service department within the organization and promote strong interaction between the CSR’s, sales and other departments.
  • You identify and implement actions to improve collaboration between Supply Chain and Sales.
  • You are responsible of the budget of the Customer Service department.
  • You enthuse and develop the teamleads & customer service representatives and develop an effective way of working together.
  • You collect the necessary info to understand the values of the different process KPI’s, as defined in the process maps and initiate the necessary activities needed.


  • You have a Master’s Degree or equal by experience (commercial or economy) and have minimum 8 years of relevant experience in a Customer Service environment.
  • Job experience in an global environment with a product portfolio of commodity and specialty products is preferred
  • You have good understanding of customer order processing, order to cash processes & tools, and specifics regarding export of goods. You have a basic knowledge of planning and logistics
  • Strong customer oriented, yet internal continuous improvement and solution driven attitude
  • Ability to lead, coach and motivate individuals and teams
  • Ability to establish effective communications and common goals and objectives
  • You have excellent analytical skills, you are stress resilient and are used to work autonomously
  • Active knowledge of Forecasting Software, ERP packages (more specifically: SAP)
  • Besides Dutch, you speak English and French fluently. Knowledge of any other language is a plus.
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  • Function type: Sales management
  • Sector: Chemistry and Pharmacie
  • Ham (location)


  • Permanent
  • Full-time

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