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job description
Customer Service Manager Dutch Speaking
Barcelona — SPAIN
HomeJoin our teamExplore opportunitiesCustomer Service Manager Dutch Speaking
Req ID

94594

Posted

Mar 3, 2025

Function

Customer Service

Location

Barcelona, B, ES, 08000

Job Title: Customer Service Manager Dutch Speaking 
Reports To: VP Supply Europe A (South)
Location: Barcelona
Function: Supply Chain
 
THE ROLE

The Customer Service Manager Dutch Speaking oversees the day-to-day operations, ensuring the efficient delivery of high-quality Customer Service across multiple markets. This role focuses on creating a customercentric culture, optimizing team performance, and driving continuous improvement initiatives whilst ensuring alignment with service level agreements (SLAs), customer satisfaction goals, and organizational standards.

 

 

KEY SUCCESS MEASURES 

 

• Service Level Agreement (SLA) Compliance.
• Customer Satisfaction Score (CSAT).
• Customer Service SOP Completion and Updates.
• Net Promoter Score (NPS).
• Total fixed cost.
• Leadership feedback score - satisfaction score from regional leaders and stakeholders on Customer
Service Hub performance. Target: Positive trend or ≥85%.
• Process adherence to SLAs of self and the team.
• OT% and OT& RCA CS – percentage of orders delivered on time and % attributable to Customer
Service operations and Customer Masterdata management.
• 100% completion on time of all people management processes for your team.
• Leadership and development of your team.
• DEI targets and initiatives.

 


CORE RESPONSIBILITIES

 

• Assess the effectiveness of collaboration between the customer service hub and other departments.
• Put in place a regular communication plan within the CS Team in the hub and with other
stakeholders inside Supply Chain and in the Markets to review KPIs and align on central vs market strategies.
• Lead the resolution of problems escalated by the Customer Service Representatives that cannot be solved by their intervention, by creating mitigation plans and engaging the team to the solutions, following the relevant process, and escalating further where appropriate.
• Measure the adoption and effective use of customer service new technologies and tools in the hub.
• Align the Hub’s activities with the strategic goals through customer delivery creation priorities, exception management, order management, delivery of new launches and end of quarter review recognition.
• Lead the DDS calls for the cluster and participate in the overall Customer Service Hub DDS.
• Control documentation and approvals required by auditors, contribute in SOX Audit meetings with internal and external auditors by providing all relevant documentation and provide all answers to questions.
• Responsible for the execution of the shipment plans of orders on hand to deliver the revenue.
• Champion a customer centric culture in the cluster, ensuring the highest service is delivered according to the customer tiering definition.
• Monitor customer feedback and implement strategies by leading the improvement action plan to improve customer satisfaction and loyalty.
• Manage resource allocation and workforce planning to meet business needs and seasonal demands.
• Utilize data and analytics to track performance metrics, identify trends, and drive informed decision making. Ensuring simplification, standardization and the automation agenda is adhered to in the cluster.

 

 

LEADING THE TEAM

 

• Define and set individual and team goals and KPIs ensuring stretch and accountability to deliver.
• Ensure a culture of inclusivity and development within your team.
• Role model the meaningful review of performance through the annual appraisal process and continuous touch points throughout year.
• Ensure team members are onboarded and set up for success in their role.
• Build the capability of the team, and the members individually, through coaching and development.
• Ensure 100% completion of your direct reports and the wider team for all people initiatives (such as goal setting, performance reviews, mandatory training completion, Code of Conduct).

 

 

CONTINUOUS IMPROVEMENT 

 

• Champion the development and improvement of processes and tools using analytical and critical thinking skills.
• Foster a culture of continuous improvement by encouraging the team to develop their ideas/ways of working.
• Identify improvement opportunities, gain buy in and lead the implementation successfully by engaging the team.

 

 

KEY INTERFACES

 

• Supply Chain Market leadership

• Customer Service Manager (Market) and Customer Collaboration teams
• Finance
• Planning Hub
• Logistics
• Global & Local Transport teams
• Shared Service Centre team
• Global Business Service team
• Customer Service Global Capabilities team
• External authorities 

 

 

 

ESSENTIAL SKILLS & EXPERIENCE

• Degree (or equivalent work experience) in Business Administration, Supply Chain Management, or a
related field.

•Proficient or Native level in French is a plus
• Proficiency in Customer Service software, CRM systems and data analytics tools.

• Knowledge & technical understanding of SAP for Order Processing
• Established Customer Service experience including Customer Service Management.
• Coaching team members.
• Delivering KPIs – self and through others.
• Effective communication and influencing skills at a mid-management level.
• Excellent communication skills in English. 

 

 

 

 

 

OUR BENEFITS

 

Our competitive remuneration and perks will be matched with your experience and knowledge. As our Customer Service Manager Dutch Speaking, some of the benefits you will be entitled to, are:

 

Flexibility (flexible working time and work from home up to 50%)
Ticket restaurant (daily diet for meals)
Company products / Access to the company shop
Health insurance
 

RECRUITMENT PROCESS  

 

A screening call with the recruiters
A first online/in-person interview with hiring managers
A second interview (optionally)
Feedback, verbal offer
Hiring
 

ABOUT COTY

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive, and diverse workplace where all employees can be their authentic self.

Join us in making over the world of beauty!

CV
 
Jan Van den Driessche

Calle Capricornio 28
08818 Olivella
Barcelona
Spain
Mobile: <PRESIDIO_ANONYMIZED_PHONE_NUMBER>
E-mail:  <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
Born 30 April 1975



Work History


Jul 2017 -		Coordinator Accounts Receivable (Benelux, Switzerland, Germany, 
Jul 2025 	:	Ireland & UK and Export UK & Spain).
Revlon Inc. Barcelona, Spain

Guiding a team of 5 AR representative in performing all Accounts receivable task like chasing customers and sales teams for the payment of overdue invoices but also releasing orders blocked by SAP’s credit check system and at some level, dealing with every department link to the order to cash process.

•	Coordinating the release of orders that are stuck due to credit issues.
•	Monthly / Quarterly /Yearly reporting on invoice aging (overdoes, invoicing errors, accounts to be sent to legal…).
•	Monthly / Quarterly / Yearly reporting on DSO.
•	Reporting on the monthly usage of Revlon Proshop shopping website, such as number of orders entered, and number of invoices paid through this platform.
•	Manage Quarterly and yearly rebates invoicing.
•	Ensure that KPI’s & SLA’s targets are reached consistently.
•	Holiday and back up planning for my team.
•	Send a daily overview of block orders to Customer service and Sales teams.
•	Approve or reject orders that exceed credit limits or escalate to the next level.
•	Give continuous support and directives to my team so they are given the best chance to achieve theirs and the company’s goals.
•	Posting payments for more complex issues.
•	Running direct debit in conjunction with treasury.
•	Verifying that customer accounts are clean and clear across all my sales organizations.
•	Regularly lead continues improvement projects with IT for my sales organization and all EMEA.
•	Team performance reviews and development.
•	Regular reporting to AR, Sale and Customer service Senior management.
•	Constant problem solving and solution finding.
•	At the time I have done credit control tasks to help with staff shortages.
•	In regular contact with Master data, credit control team, treasury, GL accounting team and accounts payable team. On occasion tax accounting.
•	Interviewing potential new hires when the need arises.


Nov 2008 -		Regional Billing Supervisor (Benelux, Germany, France, Poland).
Dec 2015 	:	Air Products and Chemicals Inc. Barcelona, Spain
			Responsible Europe Billing SOX compliance

Managing a team of 12 billing analysts. Supervising the execution of all tasks and activities associated with billing, including issuing invoices, resolving customer billing complaints and processing billing adjustments for the countries of The Netherlands, Germany, Belgium, France, and Poland. 


•	Driving operational efficiencies, raising customer service levels & cutting costs. 
•	Supervising the day-to-day activities of a team of 12 Billing Analysts. 
•	Manage phone and telecommunications call center.
•	Conduct ongoing analysis of customer service programs and employee performance.
•	Provide both new and existing employees with information on the company’s policies and customer service protocols.
•	Develop relationships with Sale teams, front offices, management, and Executives. 
•	Overseeing the monthly Sales Agents Commission run.
•	Contribute to resolving operation related issues raised by service management and business.
•	Prepare relevant reports and documents for senior managers.
•	Authority to enter Credit notes and re-invoicing within empowerment conditions and guidelines, linked to SAP rules.
•	Ensure that all adjustments are issued in alignment with tax requirements defined by legal entities.
•	Organise training and provide on-the-job training to new Back and Front Office Billing Analysts.
•	Adhere to the key performance indicators and Service-level agreements.
•	Understand and communicate processes and procedures and assist in their implementation.
•	Ensure SOX compliance and performing SOX tests.
•	Assist in developing and implementing customer service policies.
•	Ensure that any internal conflicts are warded off immediately so that they do not affect customers directly or indirectly.
•	Manage staff appraisals and keep up to date with industry changes and demands.
•	Interviewing and recruiting new employees.
•	Training of new starters & identifying training requirements of existing staff.
•	Ensuring compliance with all relevant health and safety guidelines.

Achievements:

	Successful Start-up of centralized Regional Billing / Customer service Team (Hiring, Training &, coaching)
	Successful creation and integration of processes
	Successful Stakeholder mediation, processes agreements, KPI’s and SLA’s
	Lead in SAP CRM/CIC implementation.
	Lead in new SAP Call centre Solution (BCM) implementation                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       

	Completed the Situational Leadership course (The Ken Blanchard companies).
	Completed a 1½ year Management fundamentals Course from Cornell University
	Trained and coached my team to excellence.
	Yearly performance presentations to up management
	Successful handover training of all billing and customer service tools and processes to the local teams due to decentralization of billing and customer service activities




May 2007 -		Logistics planner 24/7 Shift UK, Benelux, Germany, France 
Oct 2008 	:	Air Products and Chemicals Inc. Barcelona, Spain.

•	Updated customer details in the database to improve information quality.
•	Call nation-wide depots checking vehicle availability.
•	Handled telephone, Fax and E-mail orders from customers and entered them in SAP
•	Provided shipment information to customers.
•	Assisted customers in tracking shipments.
•	Monitor product levels at customer sites.
•	Provided transportation information and manage billing information.
•	Liaised with team members to ensure route efficiency for deliveries.
•	Employed operating systems (SAP, LB shell).
•	Completed daily back up of database system for data protection.
•	Problem solving in case of run out or technical issue at customer site.
•	Problem solving in case of driver delays due to truck breakdowns or traffic jams.
•	Problem solving in case of product availability issues due to production planning error or plant breakdown.


May 2006 -		Accounts Payables Discrepancy Investigator Benelux, Germany, France.
May 2007	:	Air Products and Chemicals Inc. Hersham, UK

Working in Accounts Payable reconciling vendor accounts and correcting payment issues. Free blocked payments or requesting refunds, as well as dealing with depth collectors. Additionally, I handled the Benelux expense reports.


•	Reconciled processed work by verifying entries and compared system reports to balances.
•	Investigated all discrepancies and liaise with vendor, debt recovery agencies and lawyer.
•	Oversaw tax refund for various clients of the company.
•	Worked on auditing activities such as taxation, accounts payable.
•	Managed audit of clients and prepared reports of the same.
•	Reviewed invoices and checked the requests of the same to avoid any errors.
•	Matched invoices and setting up same for the payments.
•	Prepared accounts payable checks and processing the same through net transfers.
•	Reconciled payments and monitored accounts to ensure payments are up to date and resolving any discrepancies.
•	Maintained vendor files.
•	Worked on the enquiries of vendors and provided them with necessary details.
•	Prepared monthly reports and assisted in month end closing.
•	Assisted auditors for the purpose of providing support and documentation on internal processes for accounts payable and receivable.
•	Compiled financial information related to work for providing necessary documentation and information to the vendors.
•	Deposited funds collected from the clients.
•	Maintained financial information through files and documents.
•	Monitored balances of various accounts and related financial activity.
•	Charged expenses to accounts and cost centres by analysing invoice/expense reports; recording entries.

Jun 2005 -		Team Leader Customer Service UK and Republic of Ireland
May 2006	:	AON Insurance London, UK

Leaded a team of insurance advisors from the customer service department. Responsible for the everyday management, coaching, developing, and training of 8 customer service advisors. Investigate and resolve escalated customer complaints.

 Mar 2004 -		Key Accounts Coordinator France and Benelux May 2005 	:	Bp Petro-chemicals London, UK 
Maintaining good customer relations was central to my job. Other responsibilities were complete order management, invoicing and rebate calculations for the Benelux and France. Continually working in close contact with account managers, plants, hauliers, customers, and production planners.

 Aug 2001 -		Call center Supervisor Mar 2004 	:	Telecenter Antwerp, Belgium 
Responsible for the day-to-day operations of the call center. Daily tasks include, monitoring the call activity, client contact, and staff planning of 150 employees as well as checking and creation of campaign statistics. Interviewing new applicants and training them on the job was also part of my daily work routine.  
Jan 2001- 		Quality Monitor   July 2001	:	SITEL Corporation Brussels, Belgium

Monitored 200 call agents on their product knowledge. Organizing trainings and monitoring quality standards for the following companies: Nokia, Henkel, Chrysler, Texas Instrument, Lucent Technologies and more.  

 Aug 1998 -		Helpdesk Agent	 Dec 2000:	 	Europ Assistance Services Brussels, Belgium

Assisting customers with hospital phone numbers, doctors. Assisting customers with worldwide travel. The Helpdesk was open 24/7, and night work was required as well as morning and evening shifts.
The most important was to make sure that severely injured or sick customers got the appropriate help and support from me and from any locally available help I could find. (doctor, clinic, hospital)	 
  Summary: 
Some skills and experience that would enable me to contribute positively include my 20 years of customer service experience in a variety of fields including Business to business, inbound customer support, outbound Sales, and Outsourcing solutions. I have led teams, motivated CSRs, and developed new sales strategies for various customer service departments in Belgium, France, The Netherlands, Germany and the UK. I am initiative-taking and enthusiastic hands-on Supervisor with significant international experience and well-spoken in five different languages. As well as being a leader, I am an excellent team player, based on a keen understanding of the importance and interconnection of each role within an organization. I am used to, and thrive on, working with challenging objectives, conducting tasks with high level impact and monitoring overall performances and achievements of set targets. 
Relevant Skills: 
	Extensive Knowledge of various SAP modules. 
	Proven ability to manage through others.
	Strong decision making and problem-solving skills. 
	Able to motivate and lead others in a team environment. 
	Excellent communication skills, both written and verbal. 
	An ability to build rapport and trust quickly with work colleagues. 
	Able to prioritize tasks and workloads in order of importance. 
	Track record of delivering results with deadlines.
	Having a proven ability to plan, organize and control activities & staff.
	Ability to work under pressure and to targets. 
	Disciplined approach & strong/effective communicator at all levels. 
	Able to manage available resources to maximize productivity and efficiency. 
	Having the ability to motivate people.
	Possessing a responsible attitude and calm under pressure.
	Complete understanding of Customer Relationship Management solutions.
 Languages:  Native language Dutch and German. 
Fluent in English and French, both in writing and speech. 
Good knowledge of Spanish.

Education and Qualifications:

2015	:	R Statistical computing. (Intermediate Level)

2013	:	Situational Leadership (The Ken Blanchard companies).
 2012	:	CI Yellow Belt.

2011	:	Management fundamentals (Cornell University).

1995	:	Centre international de Valbonne, France.								Diploma Baccalaureate in Sciences and Technology for the service sector. 					 1994	:	DZ Bank (Deutsche Zentral-Genossenschaftsbank Frankfurt), Germany. 		2 weeks of work placement in the firma, learning about the different  		departments in the banking business.  1993	:	DZ Bank (Deutsche Zentral-Genossenschaftsbank Frankfurt) Lusaka, Zambia. 		Successful participation in the DG Bank international Seminar on						Documentary Business. The seminar covered all-important types of  		financial instruments in international Documentary Business.  Personal Data:

Date of Birth:		30th of April 1975
Age:			40
Nationality:		Belgian and German
Marital Status:		Married
Children:		2			
Driver License:		B cat. 

notes 

Have you used SAP 4HANA (commonly referred to as “Fourhana”) in the SD module?

I have heard of SAP S/4, ofcourse, but have never used it. I'm using SAP ERP 6.0, but I'm sure I would adapt to it very quickly.

Have you managed order entries in SAP?

Yes, I have done so in multiple companies  ( at British Petrol, Air products and Revlon).

Could you please share any relevant transactions you’ve used in SAP, such as VA01, VA02, VA03, VA04, VA05, MM03, or VF03?
 
The list would be very extensive, as I have been working with SAP for about 18years. I have used all the ones you mention above + VL06O, VL03N, VFX3,FD32, FD33; VF01, VF02, VF03, VF04, VF05.... VF11, FBL1N, FBL3N, FBL5N, FS10N, F.80. F-32 F.03, VV33, FBRA, FB03, FB05,FB08, F-28, F-26, VKM1, VKM2, VKM3, UDM_ Dispute and many more.

What types of changes have you made in orders (e.g., delivery date, materials, pricing, blocks, etc.)?

Yes, all the ones you mention, and also adding or changing PO's, pricing dates, Volumes, Order quantity, Profit centers, routes, plants, condition types, brand, Sub brand, Incoterms, Account assignment group, Setting up Schedule lines if you need an order to spread over different dates , Partner, Sold To's, Bill To's, Ship To's and Payers , texts, payment terms.....etc.

How many orders do you typically manage on a daily basis (approximately)?

Personally, in my current position anywhere from 20 to 50 orders depending on the day. These are mainly for payment term changes or adding and removing order blocks, my team processes hundreds . In my previous jobs, and in particular at BP and Air products I managed anywhere from 70 to 150 orders, from creation through delivery and finally invoicing.

Are you familiar with using pivot tables?

I use Excel Pivot tables on a weekly basis if not daily. Its been an indispensable tool to be able to do my job properly.


questions
Candidate Information - Job related skills, experience, education and summary
Candidate Name:  	 
How did the candidate hear about the opportunity:
	 

What is your motivation for looking for a 
new opportunity/ applying to Coty?	 
Education:
	o	 
Previous/Current Company & Position & reason for leaving?
	 

Overview of Candidates relevant experience to date:
	o	 
Technical Skills:




	 
 


Additional Screening Comments - relevance of Experience, Communication & Soft skills
Have you used SAP 4HANA (commonly referred to as “Fourhana”) in the SD module?
Have you managed order entries in SAP?
Could you please share any relevant transactions you’ve used in SAP, such as VA01, VA02, VA03, VA04, VA05, MM03, or VF03?
What types of changes have you made in orders (e.g., delivery date, materials, pricing, blocks, etc.)?
How many orders do you typically manage on a daily basis (approximately)?
Are you familiar with using pivot tables?