The Director of Customer Service EMEA is a client-facing role embedded in Supply chain, who works to engage and enable our customers by effectively managing the customer’s needs to truly create a differentiated customer experience. Within this function the individual is responsible for providing leadership to the team and be the strategic partner to Sales. As the trusted advisor and advocate for our customers, the Director of Customer Service EMEA enables the team to manage the relationship holistically, along with the account managers for their assigned customers throughout the sales lifecycle. The Director of Customer Service EMEA will work with Supply Chain Operations to ensure all needs are understood and met. This role will partner with Account Managers, Commercial Excellence and Supply chain/Operations to manage an integrated, complementary account handling focused on customer satisfaction.

Your Role

• Leading the Customer Service EMEA team and leading the rollout of the global CS strategy within the region by proactive change management and motivation of the team
• Providing differentiating service for the different accounts, owning our customers journey
• Aligning with Global counterparts to create one global customer experience
• Identifying key customer stakeholders and develop strategies to build trusted advisor relationships with them
• Maintaining a regular interaction with Sales & Supply chain on all levels to proactively identify potential issues and additional potential opportunities
• Champion for Customer Experience Improvement in close cooperation with Digital Customer Experience unit
• Sharing market insights by gaining understanding on customer requirements and trends in Customer Service
• Sustaining a sense of urgency across the organization to solve customer issues
• Customer Satisfaction, as measured by NPS (Net Promoter Score)
• Overseeing the handling of daily customer interactions professionally by phone and email
• Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace
• Ensuring support to the AR team in resolving invoicing discrepancies
• Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks
  
  

Your Profile

• Bachelor’s degree, ideally in Business Administration, Economics, or a related field
• Solid experience with SAP or an equivalent ERP system
• Proven professional experience in Customer Service, preferably in an international environment
• Experience in a commercial role is an advantage, but not mandatory
• Excellent English skills, both written and spoken, are essential; additional European languages are an asset
• Strong communication skills with the ability to interact effectively at all levels — from administrative staff and blue-collar employees to C-level executives
• In-depth understanding of Order-to-Cash (OTC) processes
• High competence in customer communication and relationship management, acting as a key counterpart to Sales and therefore demonstrating strong commercial awareness
• Proven experience in change management and the ability to actively drive and implement change processes successfully
  
  

Our Offer

• Exciting professional tasks and challenges in a diverse and secure working environment with the world market leader in the chemical distribution industry and DAX listed company
• Our personalized onboarding program, guarantees that you will be off to a quick start
• Dynamic multicultural work environment
• Mobile working option: your professional and private life can be combined even better
• A competitive remuneration package awaits you.
  
  

Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.

Brenntag TA Team