Customer Services Manager - Brand

In Europe, Sofidel has more than 5,000 employees. Sofidel is the market leader for toilet paper in Belgium and Kitchen Towels in the Netherlands.

With our consumer lines, our client supplies every paper hygiene product, such as toilet paper, paper towels, and handkerchiefs.

Sofidel’s program of innovation is backed by its strong commitment to sustainability.

Today, we are recruiting for our offices in Braine L’Alleud a:

PURPOSE

To ensure and support sales strategy implementation in the designated LOBs.

To guarantee service quality to internal and external clients in compliance with operational/management company procedures.

MAIN RESPONSIBILITIES

• Guarantees the operational efficiency of sales services in compliance with sales strategy
• Reports any variances in sales strategy implementation
• Supports the Marketing & Sales Director and the sales force in analysing sales and client/product margins
• Gathers and elaborates customer satisfaction information
• Collaborates with Management Account Dept to guarantee data and information quality
• Collaborates with the other Organisational Units to manage any critical circumstance
• Is responsible for his/her staff recruitment, professional growth, motivation and empowerment
• Promotes Company Principles and Values

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• Process customer sales orders, with right price and right volume (EDI or not) on SAP;
• Provide timely and proactive communication to customers about order status, adjustments and changes;
• Manage the customer complaints;
• Monitor the overdue payments of debtor invoices;
• Put trade terms in SAP from the information provided by Key Account Managers (listing fees, folder budgets, on-invoice rebates, budgets …) & manage the full accounting process including dispute solving;
• Put into SAP the promotions negotiated by KAMs;
• Fill-in product and promotional files (and new product files) for the different clients (based on the technical information provided by the marketing department for the product information);
• Update documents for and connecting with the Field Team (Top 5, suggested order, prise de commande directe, référencier, …);
• Send samples for the sales folders, tariff lists and sales reports to the customer.
• You work internationally and have assistants located in foreign countries.
• In this role you will manage customer service, be responsible of the office management and other different tasks for example eco declarations, link with headquarters, daily checks, sales forecasts, etc
• In this role, you will be part of the local management team and report to the marketing and sales director
• You are based in Braine L’Alleud