Customer Service Excellence Manager

**Job Title**:Customer Service Excellence Manager**:

- Facility: Amstelveen EUA HQ
- Location: Amstelveen, Noord-Holland, Netherlands
- Workplace Type: Hybrid

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.Ready to shape the future of customer service at Dawn Foods? As our Customer Service Excellence Manager, you’ll lead innovation, optimize processes, and drive customer satisfaction across EU & AMEAP. Join us and make a lasting impact

**Job Purpose and Overview**

The Customer Service Excellence Manager will play an integral role in enhancing the quality and efficiency of Customer Service operations within the EU & AMEAP regions. As part of the new Excellence Team, you’ll be responsible for developing and implementing initiatives to drive customer satisfaction, optimize service processes, and support operational innovation. This position is instrumental in supporting Dawn Foods’ vision for customer-centric service by aligning key performance metrics, adopting new technologies such as AI and automation, and fostering continuous improvement across functions. The role has a broad scale and scope within EU & AMEAP and will involve travelling. Join us on this journey of growth, integration, and excellence.

**What will you do as a Customer Service Excellence Manager at Dawn Foods?**
- Drive the integration of Supply Chain and Customer Service functions, establishing a consistent approach to service excellence.
- Lead efforts to optimize processes across customer service operations, enhancing efficiency and customer satisfaction.
- Define, implement and monitor key performance indicators (KPIs) to ensure service standards are consistently met.
- Support various improvement projects, including SAP S/4HANA, automation and continuous improvement initiatives.
- Develop strategies to enhance customer focus, working closely with customer service teams to build best-in-class experiences.
- Provide guidance, training, and support to customer service teams to uphold best practices and continuous improvement.
- Collaborate with cross-functional teams to refine communication channels and ensure seamless customer interactions.

**What Does It Take to be a Customer Service Excellence Manager at Dawn Foods?**

You are a results-oriented and innovative team player with a customer focused mindset. You take initiative and have proven experience with continuous improvement and operational excellence, eager to drive impactful change.

Furthermore, you recognize yourself in the following profile:

- 5-10 years experience in a customer service or customer interactive role.
- Supply Chain experience would be an advantage.
- Be capable to have vision, to have the skills to implement and drive this vision
- Excellent people skills and the ability to embrace change management
- Strong numeracy and analytical skills to drive data-informed improvements.
- Proven track record of implementing automation and process enhancements.
- An understanding of S&OP and demand planning.
- Clear communication skills in written and spoken English.

If this role aligns with your expertise and career goals, please click “Apply.”

**Why Should You Apply?**

At Dawn Foods, you’ll be part of a dynamic, forward-thinking organization that values each employee’s unique contributions and encourages personal and professional growth. We are committed to supporting your career development through a robust offering of training and advancement opportunities.

Our package includes:

- Attractive salary + bonus
- Pension plan
- 25 days annual leave + 1 birthday leave day
- Laptop and phone
- Bicycle scheme

You’ll also be able to enjoy such benefits as:

- Hybrid Working: Flexible working model with time split between office and home
- Employee Assistance Program: Supporting you and your family’s well-being
- Volunteering Program: Opportunity to contribute to your local community
- Internal Recognition Platform
- Access to LinkedIn Learning: Over 10,000 courses for your professional development
- Monthly Wellness Initiative

LI-hybridAn Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to ra