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.

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.

Key responsibilities: 

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.

Qualifications: 

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)
 

Extra information: 

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

Our offer: 

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 (depending on the position) 
Lease-a-bike to promote sustainable employability 
Discount on collective health insurance 
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) 

Interested?

Do you already see yourself as part of the Hazera Seeds team? Then we are looking for you, as our growth and success are driven by passionate and dedicated individuals!

For more details, get in contact with our Talent Acquisition Specialist, Andreea Catarov at +31634594452 or via email: andreea.catarov@hazera.com

Want to know more about Hazera Seeds? Take a look at our website: https://nl.hazera.com/en