Customer Service Manager EMEA-Asia

Overview

Holcim builds progress for people and the planet. As a global leader in innovative and sustainable building solutions, Holcim is enabling greener cities, smarter infrastructure and improving living standards around the world. With sustainability at the core of its strategy Holcim is becoming a net zero company, with its people and communities at the heart of its success. The company is driving circular construction as a world leader in recycling to build more with less. Holcim is 70,000 people around the world who are passionate about building progress for people and the planet through four business segments: Cement, Ready-Mix Concrete, Aggregates and Solutions & Products.

If you would like to get more information about Holcim Building Envelope, please visit our company profile.

Do you want to be part of our team? In an exciting work environment?

We have an open doors policy and working together as Partners.

We are Passionate about what we are doing and always asking how we can make things better next time.

We are seeking for new perspectives, as Pioneers who are out of the box thinking.

We have a growth mindset and are Performance-Driven, reaching out to be our best while supporting others to do the same.

We make impactful choices that have a Positive impact on the well-being of people and the planet.

Do you want to work in an international and dynamic working environment with attractive benefits? We are looking for colleagues to join our team, to build progress for people and the planet. Apply now at www.holcim.com/careers.

Please submit your CV, a motivation letter and all relevant documents with information on the application source.

No agencies can be considered.

Responsibilities

As we continue to look for more sustainable ways to build, we need world-class talents to join our team. People who are passionate about sustainability, driven by curiosity and want to grow and learn.

You lead a Customer Service Team to deliver high levels of service to the customer, you take an active role in optimizing customer relationships and service level. You play a central cross-functional role to improve the customer experience.

People management

• 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. Optimizing the customer experience.
• Lead and coach a team of Customer Service Representatives processing orders of customers throughout EMEA and Asia (multiple locations), assisting in their daily tasks as needed. Responsible for distribution of tasks, in close cooperation with all teammates.
• Monitoring the performance of a team of US-based Export Customer Service Representatives – Manage the productivity of the US Team on our export orders, assess the need for change based on our export bookings and implement.

Customer relations

• Servicing the customers within agreed SLA and within budgeted costs
• Control good order entry and good communication with customers
• Control the customer claims process in terms of service

Coordinating credit management and special payment terms (Letter of credit, Cash Against Documents…) with the Credit Controller.

Controlling the order fulfilment process, including but not limited to:

• Monitor timely deliveries from our US plants, managing priorities, monitoring production & shipping capacities, managing ocean freight carrier and ocean freight forwarder performance,
• Controlling the daily operations with our 3PL in the Netherlands as well as our Heinsberg plant and organizing transport throughout Europe, taking into account customer unloading specific requirements and requested delivery dates,
• Paying specific attention to jobsite deliveries

Maintain seamless communication, internally and externally between CS Team and Sales as well as Customers, Warehouse/3PL. Focus  on continuous improvements with the team and develop and execute cross-functional plans (especially with Sales) to contribute to the growth and cost effectiveness of the business.

Making sure that the appropriate documents (invoicing, export documents) arrive on time with the customers.

Participate in multiple projects to enhance our processes, procedures and systems

Education/Qualifications

• Bachelor or Master degree in Economics, Management or related fields
• At least 5 years’ experience in Customer Service or similar type of roles

Experience

• People management – proven experience in leading, managing and developing teams, able to influence people of all levels and functions.
• SAP or other ERP Package experience is a must.
• Results driven and able to handle efficiently multiple tasks/projects.
• Experience in change management

Knowledge & Skills

• System Knowledge : SAP, Salesforce, MS Office

Language Requirements

Fluency in English, German, Dutch and/or French – any other language is an asset

Travel Requirements

20%