Customer Service Manager

4 days ago


Copenhagen, Copenhagen, Denmark JACOBS DOUWE EGBERTS Full time
Job Title: Customer Service Manager - Supply Chain Optimization Lead

We are seeking a highly skilled and experienced Customer Service Manager to join our Nordic Supply Chain team in Copenhagen. As a key member of the team, you will be responsible for leading and developing our customer service team, optimizing supply chain flow, and driving improvements.

About the Role:

  • You will lead a team of 9 associates in the customer service department, focusing on people development and consistently improving their capabilities.
  • Liaise with customers and suppliers to optimize customer satisfaction and maximize efficiency.
  • Local BPO of the Order To Cash (OTC) process, attending meetings and contributing to the International BPO network.
  • Analyze data to monitor performance, optimize processes, and drive improvements.
  • Provide input to Supply Chain Monthly Reviews and Management Team meetings.
  • Deploy customer service procedures, policies, and standards for the organization and continuously seek opportunities for improving KPIs and customer service.
  • Work with the Nordic Supply Chain Management team to build and implement annual plans for the department in line with local business plans and overall Nordic Supply Chain objectives.

Qualifications:

  • Bachelor's degree and minimum 3 years of relevant experience in supply chain or customer service, preferably within FMCG.
  • People management experience and strong communication skills.
  • Knowledge of and experience with Order-to-Cash processes.
  • High level of ERP skills and experience working with ERP systems in a customer service environment (preferably SAP).
  • Understanding of EDI systems.
  • Strong data analysis and reporting skills.
  • High level of customer focus and excellent customer service skills.
  • Fluent in English and one Scandinavian language.

About You:

You will have a bachelor's degree and at least 3 years of experience in supply chain or customer service. You should have strong leadership skills and be able to communicate effectively. Additionally, you will need to have knowledge of ERP systems, particularly SAP, and experience working with Order-to-Cash processes. If you are fluent in English and one Scandinavian language and have strong analytical skills, we encourage you to apply.

Salary: The salary for this position is estimated to be around 85,000-110,000 DKK per year, depending on qualifications and experience.

Location: The position is based in Copenhagen, Denmark.



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