Customer Service and logistics Lead

Company DescriptionAs a global key player in yeasts and fermentation, Lesaffre designs, manufactures and markets innovative solutions for Baking, Food taste & pleasure, Health care and Biotechnology. Family group born in northern France in 1853, now a multi-national and a multicultural company, Lesaffre is committed to working with confidence to better nourish and protect the planet. In close collaboration with its clients and partners, Lesaffre employs 10 000 people in nearly 80 subsidiaries based in 50 countries. Lesaffre achieves a turnover of 2 billion euros.

Job DescriptionPurpose of the job Managing and responsible for all Customer Service activities for Savory Ingredients EMEA activitiesManaging and responsible all logistics activities (including internal replenishments and external customer deliveries) “on time in full” & in good condition, without complaint towards our customers. Manage relationships and performance of warehousing and logistics operations, including Logistics Service providers, Carriers and Freight Forwarders.

Manage team performance with KPI’s and drive the continuous improvement projects towards functional excellenceManaging the Customer Service and Logistics Team in the NetherlandsActing as process owner and knowledge holder for Order-to-Cach (OTC) ProcessAccountabilitiesCustomer Service activitiesResponsible for the correct execution of all customer Service activitiesOrder EntryOrder confirmationOrganizing shipments to the customers using existing contracts in place and taking care goods are delivered in time and in full to the customersBilling of customerDunning process so that customer are paying on time their invoices (first level – escalation via sales).

Recording complaints according to established proceduresIssue credit notes for rebates, commissions, etc …Managing monthly invoicing progress and minimizing monthly overruns. Taking care that all activities are well documented using SAP and other IT systems. Maintains the systems so that an optimal working is guaranteed (update route tables, etc …)Responsible for product registration and maintenance at the Chamber of Commerce to enable export of all Lesaffre finished goods. Responsible to obtain suppliers declarations of origin from suppliers and supply Lesafffre suppliers declarations towards customers.

Inform all stakeholders (customer, sales rep/mgr) on expected performance and possible issuesWarehouse and logisticsResponsible for the correct shipment of the orders to the customers;Supporting the logistics team to provide instructions if needed to warehouse to assure a correct handling of the materials and preparation of customer orders and shipments (labels, special request, etc …)Interacting with transport companies, forwarders, custom brokers, etc with daily operations and structural performance management with the goal of assuring timely and correct shipments of the customer (and replenishment) orders to the customersManaging IT systems related to warehouse and logistics management (Shipment Creation, Shipment Management, Shipment Costing, Confirmation of order packing) and assuring that all data gets well communicated and shared.

Manage any returns, credit returns and all other required functions in SAP. Ensuring shipment costs are properly managed in SAPCarry out all non-SAP logistics functions including but not limited to; liaising with Warehouses and Logistics companies, providing documentation for Export requirements, provision of logistics related information to Customer service or direct to customers/distributors if required.

Managing performance reviews of the different partners (warehouse and logistics partners)Calculating KPI’sReview KPI’s with partners and agree on improvement actionsAssure that an effective stock counting process is in place so that inventory figures are reliableAssure that complaints are investigated, addressed, resolved, and reported within established expectations. Managing optional escalations and Troubleshooting in case of issues in the logistics chain.

Contributes and looks for possible solutions to deliver the goods and services in time and best possible way in case issues occurProject Management Lead and/or participate to projects in the area of OTCInteract with IT department in order to give input on changes and improvements and also to test new developments prior to implementationDefines ways of working, processes to be followed in coordination with corporate Supply Chain Excellence department.

Assure necessary training is given to his/her team members and ways of working are well documentedTeam ManagementManage own team and as such take care of proper availability/holiday planning, set objectives, review performance, set up and follow training plan for each employee, …. Qualifications3 years operational experience as customer service / logistics manager preferably acquired in Food environmentRelevant experience in leading a teamKnowledge of SAP SDLanguage skills : Dutch, English mandatory. Knowledge of French is an important advantage