Customer Service Manager

Date: Jul 27, 2022

Location: Heerenveen, NL

Company: Klöckner Pentaplast

Focused on delivering its vision: The Sustainable Protection of Everyday Needs, kp is a global leader in rigid and flexible packaging and specialty film solutions, serving the pharmaceutical, medical device, and protein markets, amongst others.  With a broad and innovative portfolio of packaging and product films and services, kp plays an integral role in the customer value chain by safeguarding product integrity, protecting brand reputation, and improving sustainability.  kp's "Investing in Better" sustainability strategy solidifies its commitment to achieving ten clear targets for long-term improvement by increasing recycling and recyclability of products, cutting carbon emissions and continuous improvement in employee engagement, safety, and diversity, equity, and inclusion.  kp has earned a gold rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings, putting kp in the top 3% of companies rated in the manufacturing of plastics products sector.  Founded in 1965, kp has 31 plants in 18 countries and employs over 5,700 people committed to serving customers worldwide in over 60 locations.


We have a fantastic opportunity for a Customer Service Manager to join our team!


The primary responsibility of the CS Manager is to ensure that kp customers and stakeholders experience excellent service across the breadth of the services and products on offer from CS Team. Working at both local and group level, key processes include Policy development, Customer communications, Order Management, claims & complaints management, and leadership of the Customer Service Team.


As the Customer Service Manager, your main responsibilities include:

  • Managing the team : Applying all the management routines (1O1, Team meeting, Performance reviews), coaching and growing team members as well as proposing any meaningful structure adjustments.

  • Responsible for the quality and efficiency of services/ information to the customer base including (but not limited to) order management, order fulfillment, problem solving, claims & complaints management and other services across all media (Telephone, Emails, etc.), orders check, including the latest updated price and ITC checks without any exceptions

  • Responsible of all processes within his/her area in Customer services and leads improvement plans to enhance the customer experience, improve efficiency, or reduce pain points.

  • Responsible of the follow up of daily routines: follow up of the open order, issue solving, satisfy the customer expectations within KP commitment

  • Put in place/ contribute to the KPIs and measurement indicator to secure the quality of the service. Acts in case of deviation vs objective/ plan.

  • Commercial attitude: strong coordination with sales force through active listening, visit customers when required. Coaches his/her team to optimize every customer contact.

  • Communicate clearly with your line manager(s) aiming at representing the customer fairly and accurately.

  • Responsible to apply Customer service procedures and follow the processes strictly in respect of the quality management system and in accordance with KP policies and standards

  • Can Contribute to back up and organization specific for critical business processes

  • Is responsible of the quick turnaround of customer complaints or any issues in the shortest lead-time; of Escalating if necessary; of defining and implement apply all necessary corrective measures and action plans

  • Replace / Assist colleagues when required to maintain the level of service

  • Responsible for health and safety compliance as per standards under local law

  • Develop and shares with his/her team a wide market and product knowledge

  • Any additional tasks in relation to customer


Preferred skills and experience:

  • Master’s degree in Business administration or international trade

  • Minimum 7 years’ experience in customer service role ideally in the manufacturing industry

  • Experience in ERPs: SAP and E1 preferred

  • Pack office

  • CRM: Salesforce preferred

  • Excellent written and verbal communication in local language

  • Problem solving

  • Proficient in English                  


Special factors of the role – Travelling is required to visit customer, attend events and conferences


Have we piqued your interest? Great. We look forward to receiving your application including your salary expectations and your earliest start date.

Klöckner Pentaplast is an equal opportunity employer, which makes employment decisions without regard to race, color, gender, religion, national origin, age, veteran status, handicap, disability, sexual preference or marital status.