Client Facing Customer Service Manager

At Ontex, we are making everyday life easier across generations. Worldwide our 5,500 colleagues are taking pride in their work, guided by our values – Passion, Reliability, Integrity, Drive and Everyone. Every day they are developing, producing, and distributing affordable and sustainable baby, woman and adult personal care products.

As a leading international provider of personal hygiene solutions for retailer brands and healthcare partners, founded in Belgium in 1979 and listed on Euronext Brussels, we believe that innovation should be accessible to everyone.

As we continue being 'Here for you’, we’re looking for a Client Facing Customer Service Manager to join our Customer Service team.

Why does this job exist at Ontex?

The Customer Service Manager is responsible for rebuilding and leading the customer service function to enhance customer satisfaction and drive operational efficiency. This role focuses on developing a customer-centric culture within the organization and fostering collaboration with Commercial, Planning and Logistics, to ensure seamless service delivery.

What is the scope of the job?

The Customer Service Manager oversees all aspects of the customer service operations, ensuring that the team is effectively addressing customer inquiries, resolving issues, and improving overall service performance. This role will involve redefining processes and practices to align with customer needs and business objectives

What am I expected to deliver, and what are my main tasks?

Develop and implement strategies to enhance customer service processes and improve service performance
Rebuild the customer service function to create a customer-first approach that continuously strives for excellence and that proactively manages service interactions with customer accounts.
Select and implement adequate systems to manage the function efficiently, including automating processes where possible
Establish key performance indicators (KPIs), dashboards and dialogues to measure customer service success and take actionable steps resolve issues and achieve defined targets.
Collaborate with internal teams such as Planning, Distribution, and Sales to ensure effective communication and alignment in meeting customer needs.
Lead and mentor the customer service team, providing training and resources to ensure high performance and professional growth.
Analyze customer feedback and service metrics to identify opportunities for improvement and innovation in service delivery.
Respond to escalated customer issues and develop solutions that enhance the customer experience
Partner with sales teams to work on customer collaboration initiatives with the top customers such as Collaborative planning , VMI, usage EPOS data, optimization transport costs…

- Monitor and Analyze Inventory Levels. Regularly track the inventory levels at each DC to ensure that stock aligns with forecasted demand by identifying any potential stockouts or overstock situations and advising customers accordingly.

Provide Order Recommendations. Based on inventory data and anticipated demand, guide customers on the timing, quantity, and types of products they need to order (recommend larger or more frequent orders) to ensure the DCs are sufficiently stocked.
Collaborate with Sales. Work closely with the sales team to coordinate customer outreach, ensuring the recommendations for order quantities and timing are aligned with overall demand forecasts and sales targets.
Build Strong Customer Relationships. Maintain open communication with customers, providing insights into how to best manage their orders for optimal stocking at the DCs. They act as a reliable point of contact for customers looking for guidance on supply chain efficiency.
Focus on Proactive Customer Engagement. Rather than waiting for customers to identify issues, the manager reaches out to alert them of potential gaps in supply and suggests adjustments to ensure the pipeline remains full.
In essence, the Customer Service Manager will play a key role in managing the flow of products through the DCs by advising customers on strategic ordering, ensuring smooth logistics, and facilitating proactive communication to maintain a balanced supply chain.

With whom do I need to collaborate to get the job done?

Work closely with Planning and Distribution teams to ensure that customer orders are fulfilled accurately and on time.
Engage with executive leadership to align customer service strategies with overall business objectives and initiatives.
Develop strong relationships with customers to better understand their needs and expectations

How complex are the situations I’m dealing with, and how do I solve problems?

The Customer Service Manager will navigate complex situations involving customer complaints, service level failures, operational challenges, and alignment issues between various internal teams. This role will require a proactive approach to conflict resolution and root cause problem solving ensuring that customer needs are prioritized while balancing operational capabilities.

To effectively solve problems, the Customer Service Manager must leverage analytical skills to constantly monitor service levels, assess service performance gaps and identify trends in customer feedback. They will encourage a culture of open communication and collaboration, allowing team members to contribute ideas and solutions. Strong decision-making skills and the ability to adapt to changing circumstances are key to overcoming challenges

What do I need to be successful in this job?

To be successful in this role, the Customer Service Manager must possess:

Min 7-10 years proven experience in customer service management and customer relationship building, as well as a strong understanding of supply chain operations and planning.
Excellent communication and interpersonal skills to effectively engage with customers and internal teams.
Strong analytical skills to measure service performance and develop actionable insights from data.
Leadership abilities to inspire and develop a customer-focused team.
A strategic mindset with a focus on continuous improvement and customer satisfaction
Bachelor degree in Logistics, Supply Chain Management, Business, or a related field. Master's degree is a plus.
Flexible to travel to both North America manufacturing plants and for customer visits as necessary.

If you're passionate about the role and believe you would be a great fit, we'd love to hear from you. We welcome candidates from all backgrounds to apply, ensuring a fair and transparent selection process. Should you have any questions, feel free to contact our HR department at mike.beer@ontexglobal.com.

Here for you.

ontex.com