Customer Service Manager

Job Description – Customer Service Manager

The Role

As Customer Service Manager, you will lead and develop a team of 8 Customer Service Representatives. You are the driving force behind customer satisfaction, process optimization, and effective collaboration with key stakeholders such as logistics, planning, and sales.

Key Responsibilities

• Lead, coach, and motivate the customer service team (8 FTEs).
• Ensure smooth day-to-day operations, managing workload and priorities.
• Analyze data and reports from SAP and translate insights into concrete actions.
• Monitor and improve KPIs related to customer satisfaction, delivery reliability, and efficiency.
• Act as the main point of escalation for customers and internal stakeholders.
• Initiate and implement process improvements, including ERP (SAP) system enhancements.
• Support change management initiatives for new systems, processes, and tools.
• Foster a culture of collaboration, ownership, and continuous improvement.

Your Profile

• Bachelor’s or Master’s degree, or equivalent experience.
• Minimum 5 years of experience in customer service, including at least 2 years in a managerial role.
• Strong communication and people management skills; able to motivate, coach, and influence.
• Strong analytical skills with experience working with reports and KPIs.
• Experience with SAP or a similar ERP system.
• Proactive, solution-oriented, and customer-focused mindset.
• Fluent in English; knowledge of Dutch, French and/or German is a plus.

What We Offer

• A dynamic and creative work environment in an international, growing company.
• The opportunity to make an impact and drive process improvements.
• A close-knit team and a culture that values entrepreneurship and initiative.
• A competitive salary package aligned with your experience and responsibilities.

Why Join Serax?

This is a unique opportunity to build and lead a high-potential global business within an iconic Belgian design brand. You will be accountable for topline and profitability, while shaping the structures, people, and strategy to ensure lasting impact.

Interested?

Send us your resume and a cover letter to simon.sterck@serax.com.

About Serax

Serax is an international design company that collaborates with passionate designers and craftsmen to create unique, high-quality collections in tableware, interior objects, and furniture. From our Antwerp headquarters, we serve customers worldwide, always with a focus on quality and service.