Customer Service Team Lead

Trivium Packaging is a global sustainability leader in metal packaging with more than 60 locations worldwide, nearly 8,000 employees, and an annual revenue of approximately €3.0 billion. Trivium serves a diverse range of customers in a variety of end markets such as food, seafood, pet food, nutrition, beauty and personal care, household care, and premium beverages. Trivium wants to shape the industry and has embarked on an ambitious transformation journey. In the near term, focus is on building & upskilling the team, deciding where to play & how to win, and increasing financial performance by executing the Trivium Business System (commercial, operational, and supply chain excellence). Sustainability is embedded in our materials and in our actions. Trivium has ambitious sustainability targets and focuses exclusively on products that are infinitely recyclable. Our company sustainability journey has been awarded with a Platinum medal by EcoVadis, the world’s leading rating agent who allocated this award only to the top 1% of the >75000 companies reviewed. Sustainability is embedded in each and every function at Trivium, it‘s in our DNA. The global head office is at Amsterdam Airport; however, many people work in virtual teams from different countries. Our culture is results-driven, entrepreneurial, informal, and highly multicultural. Our people have a high degree of responsibility. The customer service team lead is responsible for managing the Beaurepaire customer service team. This role has a strong transformation component related to introducing role clarity, process standardization and improving the level of service to the customer. In addition, this role is responsible to coordinating the operational support to L’Oreal. **Responsibilities** - Lead the Beaurepaire customer service team - Accountable for key operational metrics such as order confirmation time, % of orders process first time right, etc - Be the liaison between the customer service department and key other functions such as the sales team, BU planning, site planning, logistics and finance - Drive process excellence in the customer service organization - Drive a culture of continuous improvement throughout the customer service team - Developing talent: invests time and resources into building the capabilities of team members; helps people define career goals and establish development plans to achieve them; gives people constructive, developmental feedback and advice - Establish, maintain and develop relationship with L’Oreal: Nurture existing relationship internal and external to develop a network within the assigned customers and Trivium Stakeholders i.e. cross-functional and at every level of the organization. - Support implementing the standard way of working for L’Oreal across Beaurepaire and Szenna CS teams and ensure consistent follow-up - Ensure that demand/delivery forecasting, product quality and customer service is properly managed - Prepare and facilitate customer visits on Trivium premises. Visit main allocated filling sites, to deepen customer knowledge and become the true customer expert **Education & Training** - Bachelor’s degree in Business Administration or equivalent - Training in customer relationship management - Fluent in French and English. - Good knowledge of MS Office - Knowledge of SAP Sales & Distribution and Materials Managements Modules required. **Experience** - At least 2-4 years’ experience in managing a customer service or sales support team in a B2B environment - Strong knowledge of SAP or equivalent ERP system(s) - Clear affinity with using software like CRM and MS Office - Demonstrated ability to develop and work in a team culture with other internal departments including but not limited to R&D, Customer Service, and Supply Chain **Competencies** - Strong people manager - Active Communication: Actively questions and listens to others, recognizes and uses verbal and nonverbal cues to develop insights and gain trust. - Execution & Delivery Excellence: Strives to consistently achieve excellence and to continuously improve the way work is executed and delivered to internal and external customers. - Relationship Management: Establishes and leverages relationships both internally and externally to achieve individual and team goals - Multitasking & Prioritization: Adapts to rapidly changing events and environments while effectively managing multiple priorities. - Problem Solving: Resolves issues by diagnosing problems, identifying possible solutions and implementing effective solutions. - Knowledge of Products & Processes: Leverages knowledge of products/services and processes to meet customer needs. - Service Delivery Effectiveness: Measures and evaluates the effectiveness of service delivery to ensure that it meets desired standards and agreements BRINGING YOUR TRUE SELF TO WORK To reach our goals, we know we need colleagues at all levels who are truly diverse in every way. That’s why we are an equal o