Customer Service Manager

Job Description

Industry: Food and Beverage Manufacturing
Seniority for this role: Mid-Senior level
Are you a skilled leader with experience in customer service and logistics within the FMCG industry? On behalf of Lactalis Nordic, we are seeking a Customer Service Manager to drive and optimize the company’s customer service operations and export logistics. In this role, you will have the opportunity to combine strategic oversight with hands-on work, creating value through collaboration with both customers and internal stakeholders. About Lactalis Groupe Lactalis is the world’s largest dairy company and leading cheese producer, with roots dating back to 1933 in Laval, France, where the headquarters remain today. With a global presence and iconic brands such as Président and Galbani, Lactalis is renowned for its focus on quality, innovation, and local adaptation. In the Nordic region, Lactalis operates in Denmark, Norway, and Finland, offering a wide range of dairy products spanning cheeses, butter, yogurt, and specialty items like the Stay Strong series. Lactalis also collaborates with other suppliers on products such as Prima Donna and Zanetti’s grana padano and parmesan, which enjoy significant success in the Nordic market. With a strong commitment to sustainability and the ability to adapt to consumer needs, Lactalis is a key player in the dairy industry, continuously setting the standard for quality and innovation across markets. About the Role The Customer Service Manager will be responsible for leading and developing the customer service function at Lactalis Nordic. This role combines leadership with operational responsibilities and requires both a strategic and practical approach. Key Responsibilities: Export Operations and Logistics Management: Optimize logistical flows in collaboration with external third-party logistics partners to ensure seamless export deliveries. Order Handling and Customer Interaction: Manage order processing, transportation booking, ATP (Available-to-Promise), and operational communication with customers. Team Leadership: Lead and develop a team of three employees while working closely with two junior supply chain managers who contribute to project and process improvements. Process Optimization: Initiate and lead projects such as EDI integration, delivery frequency optimization, and incoterms, with a focus on improvements and cost savings. Customer Collaboration and SLA Management: Develop and monitor KPIs in collaboration with customers, conduct regular customer visits, and ensure high customer satisfaction. In this role, you will be a key player in bridging customers, supply chain, and logistics, contributing to the company’s ongoing growth and efficiency. Professional Competencies This position requires a solid background in customer service and logistics, particularly within the FMCG industry. As Customer Service Manager, you should have experience managing complex processes, such as export operations, SLA monitoring, and KPI reporting. A sharp analytical mindset and a systematic approach to identifying and implementing improvements are essential. In addition to strong technical expertise, excellent communication and negotiation skills are vital, as the role involves continuous dialogue with both internal and external stakeholders. Experience with ERP systems and familiarity with EDI integration are advantageous but not mandatory. Success Criteria for the Role: Several years of experience in customer service and logistics, preferably in the FMCG industry. Ability to manage complex operational processes while maintaining a strategic focus. Proven track record in SLA management, KPI reporting, and process optimization. Personal Attributes As an individual, you are proactive and result-oriented. You thrive in a dynamic environment and can juggle multiple tasks simultaneously without losing focus. With your positive mindset and solution-oriented approach, you build strong relationships and establish trust with both customers and colleagues. You should be an empathetic and motivating leader, capable of developing your team and fostering a work environment where high performance and well-being go hand in hand. Resilience and the ability to make decisions under pressure are also key qualities that will help you succeed in this role. Key Characteristics of Your Profile: A positive and engaged approach to tasks and relationships. Structured working style and ability to maintain an overview in high-pressure situations. Strong skills in conflict resolution and problem-solving. What Lactalis Offers This position gives you the opportunity to take on a pivotal role in a global organization that prides itself on quality and innovation. You will have the freedom to shape both your own working methods and the future of the department, all while contributing to Lactalis’ success in the Nordic market. Additionally, you will have the opportunity to develop your leadership and project management skills in a dynamic environment that supports both personal and professional growth. Contact and Application If you have questions about the role, please contact Partner Søren Bentsen at sbe@hudsonnordic.com or Research Consultant Christian Skytt at +45 70 27 77 33 or cts@hudsonnordic.com. Hudson Nordic is supporting the recruitment process. Show more Show less