Does a fast-paced environment, where innovation is key, thrives you?
The company
Our customer is a leading global hygiene and medical care products company. They develop and produce sustainable personal care, tissue and medical products, with leading brands such as TENA, Tork, Leukoplast, Libero, Libresse, Lotus, Saba and Tempo. The Group has approximately 48,000 employees worldwide.
The Health and Medical business area comprises the categories Incontinence Products Health Care and Medical Solutions. The products and solutions are provided to family carers, professional caregivers, patients and consumers via pharmacies, medical device stores, hospitals, distributors, care institutions and e-commerce.
In Incontinence Products Health Care, with the globally leading brand TENA, the company offers a broad range of incontinence products that also includes skincare products, wet wipes, wash gloves and digital solutions with sensor technology, with sales in the health care sector.
In the Medical Solutions category, the company offers products and services in wound care, compression therapy and orthopedics. The company is the world’s second largest player and the market leader in Europe in Medical Solutions in the product categories in which the company is active.
About the role
As Customer Facing & Order Management Manager, you will represent Service Management for the Health and Medical business area in the BelgiLux region. Together with your team of 8 Customer Service Representatives, you will ensure an excellent customer experience and service.
We are looking for a candidate who embodies our client’s values, challenges the status quo and is eager to innovate. In this role you will lead your team and drive a seamless order-to-cash process. Your role is crucial for improving both online and offline customer experiences and fostering collaboration between departments.
You will report to the Regional Service Management Director.
What you will do
- Lead and Develop: Manage and mentor a team of Customer Facing and Order Management Representatives and Specialists, ensuring top-notch service delivery;
- Collaborate Cross-Functionally: Work closely with internal teams to streamline the end-to-end order-to-cash process;
- Strategic Representation: Represent Service Management in local market and regional leadership teams;
- Optimize Customer Segmentation: Align service levels with customer needs and cost efficiency;
- Enhance Processes: Ensure timely order processing and increase the percentage of touchless orders;
- Drive Proactive Solutions: Promote a right-first-time approach and proactively address customer issues;
- Champion Customer Advocacy: Act as the voice of the customer, collaborating with key stakeholders and adjacent functions.
What you will bring
We’re looking for candidates who aren’t afraid to challenge, innovate, experiment and move at a fast pace. Of course you are passionate about delivering exceptional customer experiences and organising efficient and accurate order processes.
Furthermore you have/are:
- Education: A master’s or bachelor’s degree;
- Proven Leader: You have a track record of leading and motivating teams, including virtual and remote teams;
- Influential Collaborator: Skilled at gaining support and driving results without direct authority;
- Customer-Focused: Background in delivering exceptional customer service;
- Order Management Expertise: Proficient in efficient and accurate order processing.
- Strategic Thinker: Capable of aligning team objectives with broader business goals;
- Adaptable: Thrive in dynamic environments and adjust priorities as needed;
- Strong Communicator: Excellent verbal and written communication skills in Dutch, French and English.
Contact
Are you interested? Please get in contact with us via reactie@aprioriconsulting.nl or call us directly!