Customer Service Manager New - #1703481

Nutreco, a member of the SHV family, is committed to 'Feeding the Future' through sustainable and innovative practices. Nutreco operates through two main business lines:

• 
  Skretting: a leading global provider of innovative aquafeed solutions, revolutionizing aquaculture for a sustainable future.


• 
  Trouw Nutrition: specializes in animal nutrition, focusing on advancing livestock health and productivity through cutting-edge solutions.

We are seeking a Customer Service Manager who will manage activities of a team of customer service representatives, ensuring effective service delivery to all internal and external customers. The role involves handling customer complaints and escalations, maintaining a positive and productive service environment, and fostering a customer-focused culture. Additionally, the manager will work to improve employee engagement.

About the Role:

• Prepares tenders and quotations, liaises with Sales, Purchasing, and Finance departments.


• Re-negotiates contracts with customers regarding price, specifications, and delivery to maintain relationships and meet volume, quality, and price requirements.

Address and resolve customer complaints and issues promptly and effectively.

• Establishes, tracks, and refines KPIs such as OTIF, NPS, DSO, Order & Invoice Accuracy, OD, PO, OE, to drive business performance.


• Identifies bottlenecks, analyzes processes, and implements improvements to optimize work systems and team efficiency.


• Develops customer-centric service solutions and initiatives.

• Handles billing, recalculations, and data accuracy in compliance with company guidelines.


• Ensures proper management of customer data following archiving procedures to support customer relationships.

• Provides leadership through setting objectives, performance reviews, and ongoing feedback to team members.

• Develops and implements relationship management plans for key accounts, fostering strong relationships and effective communication.

• Monitors and reviews team performance to ensure compliance with organizational policies and regulatory standards.

• Oversees CRM system implementation and maintenance, identifying opportunities for system improvements.


• Possesses excellent communication and problem-solving skills, with expertise in CRM functionality and usage.


• Acts as a change catalyst, inspiring and influencing team members.


• Understands manufacturing challenges and performance metrics.


• Approaches work with curiosity, identifying risks and opportunities for follow-up.

• Management experience in Customer Service, Sales, or Logistics.

Global Benefits

• Full-time position in an international, dynamic environment.


• Competitive salary and pension scheme.


• Opportunities for professional growth within Nutreco and the SHV group.