Job Description:
We are looking for a dedicated and experienced Customer Support Manager based in the Walloon region to join our dynamic team.
In this position, you will play a pivotal role in ensuring that our customers receive the highest level of service across Belgium, France and the Netherlands. This role fits someone with a strong background in customer service, experience in leading projects and others, and a passion for excellence.
You will collaborate cross-functionally to resolve customer issues, develop and implement support strategies, and continuously improve our support processes. Your role will also involve guiding and coaching a team of Team Leaders to help them achieve their goals.
Main responsibilities:
- Oversee daily operations of the customer support team across Benelux
- Cultivate and strengthen partnerships with customers and internal stakeholders to ensure seamless collaboration and high-quality service delivery.
- Identify, develop and implement support strategies, tools and processes.
- Lead and coach Team Leaders based in Belgium and France
- Maintain up-to-date knowledge of company products and services
- Prepare and present regular reports on team performance
- Ensure compliance with company policies and procedures
- Stay informed about industry trends and best practices
Your profile:
- Bachelor's degree in a related field or equivalent experience
- Extensive experience in customer support, operations or a similar role
- Experience in developing and implementing support strategies
- Proven leadership and team management skills
- Excellent communication and interpersonal skills
- Strong customer focus, problem-solving and conflict resolution
- Strong organizational and time management skills
- Knowledge of performance metrics and reporting
- Proficiency in customer support software and tools
- A very good level of Dutch and French
- Comfortable with shift work, including weekends and holidays
- Willing to travel nationally and internationally
About Antech
Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.
Antech is part of Science & Diagnostics, a division of Mars Petcare — and we are dedicated to one purpose: creating A BETTER WORLD FOR PETS™. Through comprehensive veterinary care, nutrition, breakthrough programs in diagnostics, wearable health monitoring, DNA testing and pet welfare, our 100,000 Petcare Associates help pets in more than 130 countries.
Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.
Top Skills
What We Do
For more than a century, Mars, Incorporated has been driven by the belief that the world we want tomorrow starts with how we do business today. This idea is at the center of who we have always been as a global, family-owned business. Today, Mars is transforming, innovating and evolving in ways that affirm our commitment to making a positive impact on the world around us.
Across our diverse and expanding portfolio of confectionery, food, and petcare products and services, we employ 133,000 dedicated Associates who are all moving in the same direction: forward. With $40 billion in annual sales, we produce some of the world’s best-loved brands including DOVE®, EXTRA®, M&M’s®, MILKY WAY®, SNICKERS®, TWIX®, ORBIT®, PEDIGREE®, ROYAL CANIN®, SKITTLES®, WHISKAS®, COCOAVIA®, and 5™; and take care of half of the world’s pets through our pet health services AniCura, Banfield Pet Hospitals™, BluePearl®, Linnaeus, Pet Partners™, and VCA™.
We know we can only be truly successful if our partners and the communities in which we operate prosper as well. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our Associates to take action every day to help create a world tomorrow in which the planet, its people and pets can thrive.
