Customer Service Manager

De Jong Verpakking by Stora Enso is looking for a Customer Service Manager, based in De Lier.

Delivering outstanding customer service is your obsession. You'll build and maintain senior relationships with customers, collaborating with Commercial, Supply Chain, Technical Sales and Operations departments to drive improvement projects and boost customer satisfaction. Also you attract, lead, and develop a high-performing team that achieves departmental goals. The Customer Service Manager reports to the Commercial Director and is playing a key role in shaping our service strategy.

About Packaging Solutions

The Packaging Solutions division develops and sells premium fiber-based packaging products and services. Stora Enso’s high-end eco-friendly packaging products are used by leading brands across multiple market sectors, including the retail, e-commerce and industrial sectors. The portfolio includes converting corrugated board and carton board, and other new materials such as formed fiber and wood foams into standard and bespoke packaging solutions. The division also provides design and sustainability services for our customers, as we support a shift towards circular solutions.

Your Core Responsibilities Are:

• Provide technical expertise, support and guidance to the Customer Service Team (currently 4 teams with in total 17 team members).
• Coach and develop the team for better performance including regular 1:1s.
• Help set clear, ‘smart’ but achievable goals and objectives. This includes introducing the departments performance board.
• Conduct regular and timely strategy and business communication updates
• Monitoring and improving our Customer Service standards including automation.
• Create, distribute, and maintain Standard Operational Procedures (SOPs) in collaboration with the Operational Excellence team.

Other Day to Day Responsibilities Include:

Register complaints and liaise with the Technical Sales Team for handling them, manage invoice queries, implementing corrective actions where required, supporting customers throughout the decision making process, monitor workloads to ensure accounts are fairly allocated across the team, processing purchase orders and customer sales orders, liaising with the Technical Sales Team and to ensure deadline are met, raising new enquiries, ensuring a strong communication channel exists enabling information to flow between the Customer Service Team and other departments.

Key Competencies & Knowledge:

• Fluency in Dutch and English
• Bachelor’s or Master’s degree
• Evidence of providing guidance, support and direction to colleagues.
• Excellent people management skills including communication and leadership ability.
• Experience of managing relationships at all levels, internally and externally.
• Ability to challenge existing processes and the status quo for the benefit of the organization
• Experience within a busy sales environment.
• Ability to remain calm under pressure.
• Evidence of demonstrating a proactive and ‘can do’ attitude.
• Well-developed business judgment
• Proven track record in taking ownership for issues and for consistently delivering results.
• Excellent working knowledge of Excel and other Microsoft packages. Excellent time management and personal organizational skills with a flexible approach.

What we offer   
By joining us, you will be part of our diverse working culture supporting you to explore new perspectives and to develop professionally. You will contribute towards a more sustainable world, as we believe that anything made from fossil-based materials today can be made from a tree tomorrow. To keep you going safely, we support your physical and mental wellbeing.

With our values “Lead and Do what’s right”, we endeavour to set an example in all aspects of our business as well as in the people area. We are agile, brave, and curious. We dare to leave our comfort zone; we are eager to spot business opportunities and we empower people to act.

• A challenging position within a dynamic and sustainable company
• Attractive salary with good secondary employment conditions
• Room for personal development and growth
• The opportunity to work on innovative, sustainable packaging solutions that make an impact

If you have any questions about the recruitment process, do not hesitate to contact our Talent Acquisition Partner by email, r.lamers@dejongverpakking.com.