Customer Service Manager Benelux,

Netherlands, South Holland, Sassenheim

Business unit: Vehicle Refinishes

About AkzoNobel

AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals, with leading market positions and brands in countries around the world. We operate in a number of important market segments ranging from buildings and infrastructure to transport, industrial and consumer goods. We’re also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index. In practical terms, that means our sustainable solutions are in your lives, and those of your friends and family, every day. We’re the people that make it possible for you to do what you need to do.


Bring your business, leadership and IT skills to a wide-ranging role for market leading brands
If you’ve ever had your car resprayed, it probably involved one of our products. That’s because we provide innovative paints, color technologies and customer services to bodyshops and repair professionals across the vehicle refinish market. AkzoNobel Vehicle Refinishes succeeds at a global level by understanding our customers’ needs and working with them as partners. Among our products are leading brands such as Sikkens®, Lesonal® and Dynacoat®.
Your mission in this role is to manage the Vehicle Refinishes Customer Service Team for Benelux. In doing so you ensure the highest standards of professionalism for business interactions such as order processing, complaint registration, general management and information requirements. Customers include garages, specialist refinishers, and distributors.

This requires you to act as an all-seeing ‘spider in the organizational web’ who can stay in touch with everything that is happening via a wide range of IT tools and processes.

Is this a role that matches your skills and ambitions? Are you a customer focused professional who can collaborate effectively but also act independently and take meaningful decisions? Do you have a deep understanding of IT systems such as Microsoft Dynamics, Business Warehouse, SAP, and Masterdata? Above all, can you make a real difference within our dynamic, multinational and multicultural business environment?

If you offer all this and more we invite you to apply for the role of

Customer Service Manager Benelux

The role and its responsibilities
This position is based at our site in Sassenheim, the Netherlands, but you spend one day a week in Vilvoorde, Belgium. You lead a team of 15 full time employees directely, but also their team leaders, two order desks and one customer administration team.

Thus you organize, coordinate and monitor all aspects of customer order processing and product distribution, registering and processing customer orders in the ERP system. You also collect and report on KPIs, and oversee the registration and archiving of customer service-related documentation.

Further, you act as first escalation-level contact with customer for answers to customer questions and in resolving customer complaints. You also ensure adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).

On an ongoing basis you evaluate and propose improvements on process efficiency, improvement on work processes, materials options etc, implementing actions in cooperation with the Sales Manager. You also supervise the quality of cooperation between customer service and the field force, cooperating with the Logistics function to maintain consistent customer service.

All of this demands that you manage the Customer Service Team so that it achieves timely order processing and outstanding customer interactions and relationships. Thus you plan and organize the efficient distribution of daily tasks, signaling capacity issues to management. You also assure adequate cover during vacations and absences.

As Team Manager you constantly build team spirit and dynamics so that we foster a culture of service excellence and continuous (service) improvement. Thus you set objectives, review development, and provide clear and constructive feedback. You also strengthen the talent pipeline and create an open environment in which everyone can perform at their best, while building a workforce to reflect the societies and markets in which we do business. Finally, you manage and plan relevant (departmental) budgets and proactively manage costs. You are a direct report to the Manager Benelux.

At all times you adhere to all applicable corporate and site policies/procedures with regard to personal conduct/HS&E standards, and you act in compliance with all corporate policies, regulations, processes and production agreements.

As such, this is a role for a motivated and motivational leader who is accurate, confident and solutions focused, and able to empathize with the needs of customers and your team. And although you need to maintain a good overview, you must be able to delegate.

Vacancy data


Job characteristics

Closing date

October 26, 2016

Vacancy number







South Holland



Business unit

Vehicle Refinishes

Sub business unit

Vehicle Refinishes_North Europe

Job family


Hierarchy level


Full time/part time


Contract type


Job requirements/Candidate profile

To apply for this position you must possess the following attributes:
- Bachelor degree in Business Administration or similar;
- Familiar with SAP knowledge customer services flow, management control framework guarantee and monitoring;
- Knowledge about vehicle refinishes and relevant AkzoNobel products are important, but not essential;
- The project management skills necessary to translate global process and initiatives into local actions;
- Able to prioritize while maintaining an overview of 1000 customers;
- Strong communication and presentational skills, including fluent written and spoken English and Dutch, with French an advantage.
Application details
For further information, please contact Roy Tholen, Talent Resourcing Partner, +31 (0)88-010 6789, option 2. Only online applications will be accepted, please go to, reference 1600071S, or use the ‘apply’ link.
A pre-employment screening may form part of the selection process.

Agency or sales calls are not appreciated