Function

The Customer Service Manager is responsible for overseeing the customer service department activities both for export and import as well as ensuring the highest level of customer satisfaction. This role involves managing a team of 8 customer service representatives. You will be part of the Commercial Operations Team and will report to Commercial Operations Director.

You will interact with multiple stakeholders internally and will be responsible for building strong bridges with all departments: commercial, finance, demand and supply planning, quality control and the processing plant.

Main Goal

We are looking for a Customer Service Manager who is committed to Customer Excellence and who promotes this idea throughout the organization. The goal is to ensure the department operates efficiently and profitably,  while increase customer satisfaction, loyalty and retention and to meet their expectations.

Job description

• Lead and manage the customer service team, including hiring, training, and performance evaluations.
• Develop and implement customer service policies and procedures to ensure consistent and efficient service with the focus on Customer Excellence.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Handle escalated customer complaints and issues, providing timely and effective resolutions. (take ownership of customers issues and follow problems through to resolution)
• Collaborate with other departments to ensure a seamless customer experience.
• Maintain up-to-date knowledge of company products and services to assist customers effectively.
• Prepare and present regular reports on customer service performance to senior management.
• Foster a positive and productive work environment for the customer service team.

What we expect of you

• Minimum HBO level education
• Minimum 3 years of managerial experience in an international organization
• Fluent in Dutch and English
• Ability to successfully prioritize and manage multiple accountabilities simultaneously
• Execution oriented – thrive under pressure with a demonstrated ability to get things done
• Excellent communication and interpersonal skills (excellent communication and as well as people skills to lead your team with empathy for their needs while maintaining a positive attitude that is willing to serve customers at all times)
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Proficiency in customer service software and tools (ERP systems preferably JDE, BI tool)

Working Conditions:

• Full-time position.
• Office environment.
• Occasional travel may be required (approx. 10%)

Your benefits and working environment

• Collective Labour Agreement (CLA) for Horticultural Seed Companies

• 25 days paid holidays (full time employment)

• 13 days paid ATV (full time employment)

• Vitality leave to facilitate sustainable employability (number of days depending on age)

• Holiday allowance of 8,33%

• Flexible working hours 

• Hybrid working policy

• Lease-a-bike to promote sustainable employability

• Discount on collective health insurances

• Commuting allowance according to the CLA

• Free fresh fruits

• Free fresh vegetables to take home in the growing season

• Career opportunities within Limagrain Group (access to all vacancies, locally & abroad)

• Learning & Development opportunities (Hazera Academy)

• Working with passionate colleagues

• Active Employee Association (regular events, e.g BBQ & Padel)

Recruitment process

Our recruitment process consists of two interviews.
The first interview focuses on understanding the candidate’s background, experience, and motivation for the role, as well as assessing overall fit.
The second interview is more in-depth and explores role-specific skills, competencies, and alignment with the team and company culture. A final decision is made following this stage.

Candidates may be asked to complete an assessment designed to evaluate role-specific skills.