Job title – Customer Care Team Lead (68440)

Location – Delft, the Netherlands

Job model – Hybrid

Currently we are looking for a motivated:

Customer Care Team Lead

The Customer Care Team Leader is responsible for leading a team of Customer Care professionals to effectively manage our order to cash process, resulting in an excellent service to our customers. This position works in close collaborative partnership with the EMEA Sales Team and the Supply Chain organization, among other stakeholders and falls under the direction of the Regional Customer Care and Logistics Manager.

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated. 

Key Responsibilities 

• Monitoring our delivery performance KPI’s and drive initiatives to improve our delivery performance and Customer Satisfaction.

• Ensure Customer orders are managed as per the agreed service levels.

• Monitor discipline on Order Management & order fulfillment processes to secure optimal efficiency and Customer Satisfaction.

• Advocate Customer Centricity by collecting Customer feedback to drive value adding improvements.

• Balance workload of the team by improving operational efficiency allowing for value added tasks improving Customer satisfaction.

• Bringing the voice of the Customer to the rest of the organization, actively participating in cross regional/functional forums, meetings and projects.

• Motivate, appreciate, recognize and inspire the team.

  We bring

• A dynamic work environment with many challenges that give you the possibility to work autonomously and with a team in finding the right solutions. You are giving the freedom to be creative and proactive.

• An inclusive and multicultural team with respect for everyone.

• We offer you the possibility to grow and develop yourself professionally and personally.

• A good Collective Labor Agreement and competitive salary.

• Based on your experience we will offer you a base salary of € 57,829 to € 82,613 per year (including holiday allowance and 13th month) and extra benefits, such as 25 holiday days, a bonus, the option to buy more holiday days with a 6% my choice budget and much more.

  You Bring 

• Strong team player and team leader, able to develop strong internal and external relationships through effective collaboration.

• Strong communication and analytical skills.

• Able to efficiently plan, prioritize and co-ordinate multiple activities at the same time.

• Managerial experience in a customer service environment (ideally B2B).

• Passionate for Customers, service attitude, capable to engage people towards one goal, delivering a consistent team performance.

• Profound knowledge of SAP, Microsoft Office and analytical systems like Every Angle and Power BI.

  The application process

  Interested in this position? Please apply on-line by uploading your resume in English via our career portal. For further information, please contact Julita Straszak, Talent Acquisition Business Partner ( julita.straszak@dsm-firmenich.com ).

  Equal Opportunities Commitment

  dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate, there’s a place for everyone at dsm-firmenich.

  dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

  We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.

  As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people.

  www.dsm-firmenich.com

  Agency Statement

  Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.