For Business Group Professional & Trading and within the Customer Supply Chain team we are looking for a Customer Service Lead Europe.
In this role you contribute to FrieslandCampina’s success by driving strong collaboration and performance across the entire customer interaction chain. The Service lead acts as a strategic partner for GBDS, ensuring seamless integration of processes and fostering long-term relationships. The role ensures excellent service to our customers at optimal costs, improve the customer journey, defining customer and category performance KPIs together with GBDS O2C Service Director, strengthens customer-supply chain collaboration, and leads the transformation to new ways of working, templates and tools to support business growth.
In this role you develop and execute tactical and strategic In-market strategy for the department to ensure excellent execution at lowest costs while monitoring day to day customer performance through GBDS.
What we ask
Education
- Higher Vocational / Applied sciences/ Bachelor (HBO) >12 years or Academic / Master (WO) >10 years, preferably in Supply Chain Management.
Knowledge
- 10 years of experience in multi-functional teams and matrix organizations.
- Deep knowledge of Customer Operations processes, Sales process, Order to Cash/Order to Delivery and digitalization (AI, VMI, EDI, robotization).
- Experience with KPI reporting and dashboards
- Ability to analyse market trends and translate them into strategic and operational plans.
Skills
- Leadership & Team Development: Coaching, feedback, empowerment, building expert reputation.
- Change Management: Driving adoption of new templates/tools and ways of working.
- Stakeholder Management: Building trust-based relationships, aligning priorities and influencing decisions across internal and external stakeholders.
- Communication & Influence: Strong stakeholder management and the ability to engage across all organizational layers.
- Analytical & Decision-Making: Identifying bottlenecks and data-driven insights
- Process Optimization: End-to-end OtC/OTD improvement, digitalization initiatives.
- Planning & Organization: Resource allocation, project tracking, storytelling of progress and results.
- Customer Focus: Proactively improving the customer journey and creating value with customers.
What we offer
- Unique company culture of Dutch heritage and international presence;
- We offer great work life balance, and competitive salary & benefits package so you can enjoy it;
- Workweek of 40 hours, competitive pension scheme, holiday allowance of 8%, bonus scheme, flexible working hours and the ability to work from home;
- Diverse training and mentoring programs to help you grow on your own professional journey;
- Exceptional support of cross disciplinary movement within the company to broaden your knowledge and growth paths;
- A friendly and informal working environment, yet professional team members as sparring partners;
- Autonomy and trust to create longer term impact that helps bring better nutrition to the world;
- Free cheese and milk at lunch in the central office, fruit and barista coffee to help you go through your working days with a lot of joy.
Vacancy description
As a Customer Service Lead you will work on:
Service In-market strategy
- Develop and execute strategic and tactical In-market strategy for the department to ensure excellent service levels to the customers at lowest costs
- Strategic partner for GBDS, ensuring seamless integration of processes and fostering long-term relationships
Customer Collaboration & Service
- Drive development and execution of Customer Account development year plans together with Sales.
- Drive the right customer service levels and proactively optimize processes to improve the customer journey.
- Represent the voice of the customer within Customer SC, GBDS and Sales.
- Continuously improve the supply chain between FrieslandCampina and customers.
Networking & Stakeholder Engagement
- Build and maintain a strong network of internal and external stakeholders, including customers, partners and industry organizations.
- Act as a connector between GBDS, Sales, Marketing, Supply Chain and other departments to deliver optimal end-to-end solutions for customers.
- Align closely with Commercial Directors and GBDS teams to ensure seamless execution and continuous improvement.
Want to work with one of the largest dairy companies in the world with the head quarter located in Amersfoort? Here we work with multidisciplinary disciplines to make a real difference in the lives of millions of people by providing the very best nutrition. Fulfilling our purpose, better nutrition for the world, requires great efforts from many people. We believe that people as diverse as our nutritional offerings – including and not limited to gender, ethnicity, age, sexual orientation, religious belief, nationality, social background, disability and thinking style – enrich our lives and strengthen our business.
About our team and office:
- A multidisciplinary team: highly skilled, focused on making our best work together
- A friendly environment: with wonderful cafeteria, free milk, cheese and Lattiz coffee
- Easily accessible: close to central station and with private parking spaces
In this role you are part of the Customer Supply Chain team of BG Professional & Trading. You will report into the CSC Director Professional. The team consist of passionate and experienced professionals in all area's of supply chain management. Team work and collaboration are key.
Warum bei uns arbeiten:
Unsere Mission:
Bessere Ernährung für die Welt. Ein faires Leben für unsere Landwirte – heute und für kommende Generationen.
Unsere Kultur:
Kooperation weltweit, Respekt füreinander, Erfolg für alle.
Spürbare Wirkung
Raum für große Ziele, mit Eigenverantwortung und klarem Fokus.
Dein Wachstum treibt uns an
wir investieren in deine persönliche und berufliche Entwicklung durch Training und Weiterbildung.