Group Customer Service Manager

Group Customer Service Manager

The Customer Service department in Duffel supports both the Belgian market and various international markets in managing, following up on and delivering customer orders. The department consists of 15 colleagues, divided across two teams. In this role, you will manage two direct reports and report to the Group Supply Chain Manager.

Your role

• As Group Customer Service Manager, you will be responsible for optimizing the customer experience and leading a high-performing service organization:
• You lead the team responsible for processing, following up on and ensuring the timely delivery of customer orders
• You act as an escalation point for complex cases and complaints, ensuring fast and professional follow-up
• You analyze end-to-end Customer Service processes and initiate improvement projects focused on efficiency, digitalization and service levels
• You actively contribute to the further optimization of ERP processes and data-driven decision-making
• In collaboration with Pricing & Sales, you define project-based pricing and monitor margins
• You align with international Customer Service and Supply Chain teams within the group to share best practices and harmonize and improve processes
• You work closely with internal stakeholders such as Sales, Supply Chain and Warehouse to ensure an optimal customer experience

Your profile

• You live within commuting distance of Duffel.
• You hold a master’s degree or can compensate for this through relevant experience, and you preferably have at least 5 years of experience in a similar role.
• You are a strong people manager who motivates, develops and elevates teams
• You combine strategic insight with a pragmatic, hands-on approach and remain resilient, even when working under pressure.
• You have strong analytical skills and are comfortable working with data and reporting tools such as Excel and ERP systems
• You are entrepreneurial, results-oriented and able to set priorities in a dynamic environment
• Customer focus is part of your DNA, and you are able to balance commercial and operational interests
• Thanks to your strong communication skills, you know how to convince stakeholders and get them on board
• You are willing to travel approximately 10% of your time to support various markets and the rollout of improvement processes within Reynaers Group
• You communicate fluently in Dutch and English; knowledge of French and German is a plus.

Why this role?

• An impactful role with an international scope
• A key role in the further professionalization and digitalization of Customer Service
• A dynamic environment with room for initiative and improvement

Our offer

• A state-of-the-art and international working environment in a company that is a global market leader in its field, where continuous innovation is our shared driving force.
• Plenty of room for initiative, personal growth and technological innovation.
• Flexible working hours.
• A pleasant and dynamic working atmosphere with a new challenge every day.
• The opportunity to leave your mark on the digital future of an international player in the construction and aluminium sector.
• A competitive salary and a wide range of extra-legal benefits in exchange for your expertise and dedication.
• A mobility plan that gives you the opportunity to commute to work easily, healthily and in an environmentally friendly way.

Who we are:

As an international family-owned company, Reynaers Group improves living and working environments for people today and for future generations.
Reynaers Group is a leading specialist in the development, distribution and commercialization of innovative and sustainable aluminium and steel building components. Through our brands, including Reynaers Aluminium and Forster, we have grown from a small family business into an internationally oriented group of companies that creates energy-efficient and responsibly made products, making a difference for homes, buildings and the people they serve. Our motto "Together for Better" is more than just a slogan. It reflects how we work together as colleagues. With our open and proactive mindset, we achieve the highest standards and deliver the best results in every project, large or small.
Your workplace will be the Reynaers Campus in Duffel, the headquarters of Reynaers Group and Reynaers Aluminium. The campus is home to various departments such as R&D, Operations, our Technology Centre, training centre and more than 62,000 m² of warehouses.
Are you ready to take the next step in your career and make a significant impact in the world of construction and aluminium solutions?

Then let’s move forward together, "Together for Better". Discover what we have to offer and become part of our dedicated team!