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Customer Support Lead Europe

Date: 08-Mar-2023

Location: Antwerpen, BE

Company: Zespri Group Limited

About Zespri

 

Zespri is the world’s largest marketer of kiwifruit with over 800  people in New Zealand and throughout Asia, Europe and the Americas.
 

We  help people, communities and the environment thrive through the goodness of kiwifruit. We sit at the heart of an interconnected industry working with 2,800 growers in New Zealand and 1,500 growers in Italy, France, Greece, South Korea and Japan. We supply the world’s healthiest little superfruits to people in more than 50 countries. We are fruit on a mission.
 

Our values are at the heart of everything we do. We commit to guardianship; putting people, the community, and the environment first. We are results-driven, challenging ourselves to grow and deliver better value. We cultivate personal connections, listening and acting with empathy and humility – and treating each other better for it.
 

We are growing quickly, driven by our success in engaging more and more consumers and by offering the world’s best kiwifruit 12 months of the year. We have bold ambitions and aim to grow sales from approximately $3 billion in 2018 to $4.5 billion by 2025.
 

To achieve our goals, we’re empowering our people to achieve their goals, designing our work for wellbeing, through flexible work practices and self-leadership.
 

We have bold ambitions for the future and we want all of our people to live and perform at their best.
 

 

About The Role

 

The European Customer Support Manager will lead and coach the team in charge of providing back-office support to the Market Managers across the region and our Zespri customers. At the same time, this role will focus on maintaining and improving the service-oriented customer approach.

Being at the center of the company, the Customer Support Team is managing and sharing key information to and from the different stakeholders. The Customer Support Manager is responsible for the right flow and quality of this key information, and to make sure the information is provided on timely manner. 

This role is open for a fix term contract of 6 months.

 

The Customer Support team is responsible to provide support in 2 fronts: internal and external.

Internally
Acting as right-hand partners for the Market Managers (MM) located in their respective market. Act in occasions as the link between the MM and the different internal departments (Finance, Digital, IBP, Supply Chain & Marketing)


Externally
Providing support to the customers in accordance with the MM about order entry, loading instructions, pricing and all handling and pack variety information (material codes, labels, pack types, count, weight, stacking…).
Act as main contact person for the port activity in Zeebrugge. 

This role 

  • Will lead the team that will work with the rest of the functional departments (sales, marketing, supply chain, IBP, digital and finance department) very closely to deliver the best possible customer service level. 
  • Will look at the optimization of processes and systems to deliver better results on the short (sometimes ad hoc solutions required) and long-term (new processes & tools).
  • Will also be in charge to develop the knowledge of the team on the different market’s structures within Europe:  RTM, customer profiles, WOW of each customer. 
     

Accountabilities

 

The European Customer Support Manager proactively leads, develops and coaches a team of 4 direct reports which tasks include:

  • Maintaining sales documentation on the sales processes (Duties, incentives, price breakdown, …);
  • Managing customers master data in SAP and MPP system (Dynamic);
  • Create and update customer manual in accordance to the specific market needs;
  • Managing all the order entry process for fruit allocations to customers and checking production planning in line with volume availabilities;
  • Answering customer needs & requirements in line with the possibilities (availability of fruit, loading time…);
  • Supporting all EU markets (internal and external) with their individual and ad-hoc requirements;
  • Contributing to Global projects incl. Managing the yearly Customer Survey;
  • Developing plans, guidelines and documentation to improve team efficiency and effectiveness;
  • Writing & sending the contracts & terms of sales to all EU customers;
  • Participating and collaborating on EU Market Managers meetings & S&Op calls;
  • Coaching the Market Managers in learning internal processes and systems;
  • Improve the business intelligence building and business reporting;
  • Maintaining a good communication flow with customers, port and Market Managers;
  • Implementing and maintaining the buying prices of the ZGS Green kiwifruit;
  • Supporting ZGS Green supply by creating PO’s for the ZGS Green kiwifruit & align the communication with ZGS suppliers.
  • Participating on continuous improvement initiatives on a local, regional and global scale

Qualifications & Experience

 

  • Master’s or bachelor’s degree Business Administration or equivalent by experience would be preferred 
  • 5 to 10 years of experience on Food Production or FMCG environment 
  • Experience in customer service, combination of commercial and administration
  • Strong managerial and leadership skills (able to energize, engage and develop a team)
  • Determine and design the right reporting needs
  • Analytical skills (good with numbers, identify problems, trends and suggest solutions)
  • Strong problem solving and decision-making skills. Pragmatic attitude
  • Strong communication skills and able to connect the needs of different functions
  • Strong stakeholder management skills 
  • Good organization skills with an eye for detail
  • Navigating context & change
  • Good knowledge of Office (Excel, Word, PowerPoint)
  • SAP (experience is a plus, otherwise to be acquired) 
  • Languages: Dutch and English + an extra European language preferred: French, German, Spanish 

 

What's In It For You

  • Competitive overall remuneration package, including a Short-Term Incentive scheme opportunity.
  • FlexWELL flexible work ethos
  • Additional paid annual leave day per year (Zespri Day).
  • Additional paid volunteer day to volunteer within your community (Volunteer Time).
  • Global Life and Permanent Disability Insurance.
  • Group Medical Insurance benefits.

Agency

 

Zespri will not accept applications or contact from any temporary staffing agency, placement service or professional recruiter for this vacancy (“Agency”).

 

Where Zespri requires the support of an agency to fulfil a vacancy, we will proactively seek this support from our network of Agencies.  We respectfully ask that you do not contact Zespri or any of its affiliates/employees regarding vacancies, and reserve the right not to reply.

 

Zespri will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.