Manager Customer Service
ClientOur client Sappi is a worldwide diversified wood fibre group, focused on dissolving wood pulp, paper-based solutions, and high-quality functional biomaterials. Production facilities are located on three continents with sales activities in more than 150 countries. Sappi uses its leading global position and substantial investments in research and development (R&D) in coated graphical paper, special packaging material, dissolving wood pulp, and biorefinery processes to anticipate growing global demand for functional, high-quality biomaterials. These R&D activities have made Sappi able to grow not only in the traditional graphical paper industry, but also in the special packaging and biocomposite material (Symbio) business, therefore creating a diversified portfolio with long-term opportunities for Sappi.
Sustainability is not an add-on, but deeply ingrained in the way Sappi manages its daily activities, mitigates risks, utilizes chances, and plans for the future. Sappi has taken responsibility for its worldwide best practices in the field of sustainability by measuring, guarding, and communicating its economical, social, and environmental performance in a transparent way.
Sappi’s biggest turnover in the Benelux is realized in the graphical industry by selling coated paper with a weight range between 70 and 450 grams to more than 200 different customers, being mostly publishers, brand owners and printers. Due to an internal promotion within Sappi in Maastricht, Equipe Executive Search is looking for a
Manager Customer Service Benelux (ft)
Experienced order-to-cash and supply chain professional with good coaching skills
Job informationIn the role of Manager Customer Service, you are responsible for the entire customer service and order-to-cash process together with your team that consists of nine customer service employees. You report to the Managing Director Benelux and act as his deputy. You work closely with the two Benelux Sales Managers to coordinate the sales activities. Furthermore, you make sure all internal parties within Sappi work together effectively to satisfy the needs of the customer. These parties include Supply Chain/Logistics, Finance/Credit Control, Product Group Management, Business Controlling, and IT.
You make sure the customer service team performs well and team members are motivated to make full use of their capabilities. Part of your role is to be on top of the sales planning, target setting, and budgeting process. Additionally, you spot opportunities to continuously improve the order-to-cash process and review, adjust, and execute the service level agreements. By monitoring key performance indicators and customer activities you ensure that your team is in control and stock levels are adequate. Besides that, you identify structural issues and come up with strategic input to develop solutions in collaboration with other relevant departments within Sappi. This way, you contribute to the improvement of systems, procedures, and efficiency within the organization.
Through the internal programme called the ‘Sappi Value Development Process’, customers are supported in two ways. First is to structurally cut costs by implementing Sappi’s Logistics Software and supporting/advising to improve their supply chain processes. Second, increasing the turnover of customers by collaborating in approaching end-users. In your role as manager customer service you will play a key role in these improvement projects for Sappi’s customers. Through engagement in and understanding of your customer’s business, you identify and communicate opportunities for continuous improvement both directly to the customer and to other Sappi stakeholders. You try to enthuse customers and build consensus among stakeholders for new and bold ideas while facilitating a seamless realization of the day-to-day business of Sappi supply. You also scale best practices throughout the customer base and take initiative to challenge customers in areas that are beyond the obvious, thereby differentiating Sappi customer service as the most value-based service provider in the market.
Job requirementsYou have completed a business or supply chain related degree on at least the level of a university of applied sciences. You are familiar with the order-to-cash process and preferably have knowledge about supply chain management. Also, you have strong analytical skills and you are good at optimizing business processes. Moreover, you have good Excel skills and preferably have worked with SAP. While combining your supply chain management knowledge, analytical skills, and commercial awareness you are able to spot business opportunities related to optimizing the supply chain management for clients, thereby offering excellent service to clients.
With your sociability and communication skills you are able to build an internal network and connect all internal sales support parties to provide the customer with the optimal service. You are a team player who keeps a good relationship with the sales supporting departments by not only needing, but also bringing added value. Furthermore, having experience with leading a team is a plus and you have a coaching management style.
We also encourage people to apply who do not have extensive management experience.
ProposalSappi offers an international, positive working environment with a great team spirit. Your input will play a crucial role in fulfilling Sappi’s ambitions. Accordingly, the remuneration package is substantial. Moreover, there are international career opportunities within Sappi.
For more information please contact Milo Gordijn (firstname.lastname@example.org) on + 31 6 82 25 38 32, Bas Thissen (email@example.com) on +31 6 12 28 65 11 or Luc Theunissen (firstname.lastname@example.org) on +31 6 29 08 52 79. You can also contact our office in Maastricht on +31 43 32 999 55.