Customer Support Manager (m/f/d) – French and Dutch speaker

About Antech Diagnostics

Antech Diagnostics offers a full range of products and services in veterinary diagnostics, ensuring high-quality care for companion animals. Through partnerships with global leaders, we provide veterinarians with the most innovative technologies in imaging and laboratory analysis.

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

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.