Customer Service Manager Benelux

Description

Reckitt is the world's leading consumer health and hygiene company. We work with the best people to challenge conventional thinking and keep giving people innovative solutions for healthier lives and happier homes, through our brands like Nurofen, Strepsils, Durex, Finish, Vanish and Airwick.

A fantastic opportunity is available for a Customer Service Manager Benelux within our Hygiene Home division.

Are we a match?
Here at Reckitt, we’re trusted with full accountability and autonomy from day one. Our entrepreneurial culture provides us with the opportunity to make a real difference. Our career possibilities are limitless because we’re not defined by rigid career paths. Each journey at Reckitt is different – you can truly make your mark. If this sounds like you, we’d love to hear from you!

The Benelux Hygiene Home organisation consists of 80 game changers in Sales, Marketing, Supply Services and Finance based in two offices; Anderlecht, Belgium and Hoofddorp, The Netherlands. 

This position will be based in Anderlecht, Belgium.

Reporting to the Supply Services Manager Benelux, the Customer Service Manager Benelux will take the leadership role in optimizing customer relationships and service level, which includes actively visiting our customers to build power partnerships. You will lead the team of Customer Service Agents and ensure cross-functional collaboration. You will also be responsible for Cost-to-Service management, analytics and action plan implementation. 

Hence, if you are looking for a role that includes commercial acumen, customer-contact, team leadership, analytics and cost focus, this might be the role for you!

Key Responsibilities

• Be a member of  Benelux Supply Services team, consisting of Logistics, Demand Planning, Master Data and Customer Service, Copacking-embellishment, reporting to the Supply Services Manager Benelux. 
• Lead the Customer Service activities to deliver high levels of service to the customer – complete order, on-time delivery, free of damage, and accurate transaction.
• Lead the Customer Service Team and maintain seamless communication, internally and externally (customers, Warehouse/Distribution/Logistics Centres).
• Develop the necessary methods, procedures, systems, and analytical tools required to ensure corporate case fill, in-stock, on-time delivery, and accurate transaction goals are met or exceeded.
• Ensure development and implementation of actions plan with key customers to step change partnerships.
• Ensure flawless execution in product-flow to customer, related to new item introductions and promotional activity.
• Focus on continious improvements wih your team, and develop and execute cross-functional plans (especially with sales) to contribute to the growth and cost effectiveness of the business.
• Analysis on Minimum Order Quantity/item per channel.
• Deliver KPI results per country, with specific focus on TOP 5 customers. 
• Budget mgt - Cost to serve
• Make Budget(plan) on Cost to service on Freight out and Picking  per country (based on bottom up per customer) in alignemnt with log mgr +present the plan to topmgt for signoff  including improvement projects
• Follow up cost to serve by customer (TOP 10) monthly,
• Identify risks/opps vs the plan , discuss iwth 3Pl and customer if needed , and bring  new efficiency projects aligned with logistics to ensure we hit or overperform the planned budget
• Collaborate with colleagues from France Benelux cluster and the European Supply Services team to ensure leveraging best practices over the countries.

Who you are...

• Bachelor or Master degree in Economics, Management or related fields
• At least 5 years’ experience in Customer Service or similar type of roles, ideally in FMCG or another high-pace, commercial environment.
• Commercial awareness – understands the impact of Supply decisions on business profitability.
• People management – proven experience in leading, managing and developing teams, able to influence people of all levels and functions
• Results driven and able to handle efficiently multiple tasks/ projects, a strong track record of successful delivery.
• Strong analytical skills.
• Flexibility in thinking and pragmatic problem solving skills.
• Demonstrates proven ability to take initiative, be a self-starter 
• Ideally experience with multi-functional project management
• Recognize yourself in RB’s culture; responsibility, ownership, entrepreneurship, achievement and partnership. Bias for speed over perfection.
• Fluency in Dutch and/or French. The Business language at RB is English, therefore fluenct in verbal and written English is essential.
• Flexible for visits to our customers on average 1x week, and on average 1x per month a visit to Netherlands. 
• System knowledge   : SAP ; Msoffice Excel,  powerbi

What we offer

• Great brands, great business, great benefits
• At Reckitt, we offer a competitive reward package that recognizes outperformance
• You are given the freedom to succeed and our stimulating work environment sparks innovation and creativity
• As being part of a global business, you enjoy the diverse career development opportunities we offer. 
• Being part of a dynamic team that is fun to work with! 

Apply Now for a chance to really change the game!

Equality

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.