Customer Service Manager
Company details
Metallurgy, a dusty, old-fashioned environment? Not at all! The steel industry is reinventing itself! Steel is everywhere. Join the adventure and discover modern practices and technological facilities that are well worth the detour. The NLMK Group is a major player in the steel industry, and one of the most successful in the world. We are present in 7 countries and have 20 production sites. And we're not stopping there! We know why we exist. We believe in our strategy. We are driven by strong values. The only thing missing is you. Make a big impact and shape the future of a carbon-neutral steel industry with us!
Function
Mission
As Customer Service Manager, you are responsible for managing and optimizing the customer experience, ensuring a high level of satisfaction and loyalty.
This role involves coordinating between production, logistics, sales teams, and customers to ensure commitments are met in terms of quality, lead times, and service.
Main Responsibilities
- Lead and support the Customer Service team, ensuring skill development and achievement of set objectives.
- Oversee the operational follow-up of the order book, from order entry to delivery and invoicing.
- Act as the main point of contact for customers regarding orders, deliveries, disputes, and invoicing.
- Work closely with production, supply chain, and sales teams to secure planning and delivery execution.
- Monitor and resolve customer disputes (delays, non-conformities, logistical discrepancies, missing documents).
- Implement and track performance indicators (order entry, invoicing, customer satisfaction, dispute resolution times).
- Identify and implement continuous improvement actions to optimize processes and enhance service quality.
- Actively participate in cross-functional projects related to digitalization, flow optimization, and system upgrades.
- Ensure effective upward and downward communication between operational teams and management.
Profile
Profile
- Minimum 3 years of proven experience in B2B customer relationship management.
- Solid understanding of supply chain, production, and logistics processes.
- Proficiency in ERP systems (SAP or equivalent) and office tools.
Skills
- Strong analytical mindset and commitment to continuous improvement.
- Excellent communication skills in French and English (additional languages are a plus).
- Leadership and ability to motivate and support a team.
- Capacity to work cross-functionally and unite various stakeholders (internal & external).
Offer
Do you want to be part of shaping the future of green, carbon-free steel? Do you want to be part of a team where everyone has a say? Do you want to join a fast-moving environment with many opportunities for career development?
You can make the difference and make your voice heard at NLMK Europe! Create your opportunity to start, grow and develop in one of the world's most successful steel companies. NLMK's success is based on the strength of a team with family values and a strong international presence. A team that improves and innovates every day to be better than yesterday, with excellence and customer satisfaction in mind, and safety as the cornerstone of everything!
NLMK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact NLMK's procurement/human resources department to obtain prior written authorization before referring any candidates to NLMK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and NLMK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of NLMK. NLMK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.
NLMK Belgium Holdings
Rue des Rivaux 2
7100 La Louvière
Belgium