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Title:  Benelux Customer Services Manager

Job ID:  46053
Country:  Belgium
City:  Strombeek-Bever
Professional area:  Customer Service
Contract type:  Permanent
Professional level:  Experienced

Strombeek-Bever, BRU, BE, 1853


We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business

That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend. And why we’ve been awarded Global Top Employer status, six years running

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com


Benelux Customer Services Manager - Strombeek-Bever, Belgium 


Purpose of the Role:

The role is responsible for managing Benelux customer services focused on continuity of the order-to-cash process to fulfill distribution objectives. The supervisor function requires experience in B2B customer services, including cooperation with third-party logistics providers and has a deep understanding of SAP O2C functionalities including product master data, stock management, order processing, and invoicing process flows. Full responsibility to safeguard operational compliancy on EU TPD track & trace, O2C JSOX controls, functional understanding of EDI, reporting mechanisms, and project management.


Main Responsibilities:

  • Customer Service Supervision. SAP O2C Power User and process owner of order fulfillment, deliveries, invoicing, and return process flows. Primary responsibility for BeLux warehouse operations and customer escalations. Supervision of JTI return sales and timely credits to JTI's customers. Responsible for O2C JSOX process control.    
  • Stock management. Ownership of alignment between administrative stock in SAP/WMS/Siebel vs. physical stock at the 3rd party warehouses (WMS) and storage depots on a weekly basis. Investigate misalignments and execute corrective actions in cooperation with relevant stakeholders. Creation and reporting of stock reports and maintain an overview of sellable vs. obsolete stock. Ownership of periodic JSOX IM stock controls and stock confirmations for audit purposes.    
  • Material Master Data. Responsible for portfolio material data accuracy and reporting in alignment with planning, finance, and sales teams. Ensure alignment on master data between systems and departments. Responsible to coordinate the portfolio overview for internal and external stakeholders (e.g. NeoStat reporting or GS1 Data Source).    
  • Track & Trace Compliancy. Responsible for Track & Trace compliance, process, and developments in market logistics flow. Daily follow up and validation to ensure 100% T&T compliancy including collaboration with GSC T&T teams, local authorities, customers, warehouse, and software suppliers.


  • Support BeNeLux Logistics lead with ad-hoc requests.


Skills and Experience: 

  • Minimum Bachelor (Pre. Business, Economics, Logistics)
  • Work experience within Customer Service and/or Logistics (preferably 5 years or more)
  • Fluent (Wallonian) French, fluent (Flemish) Dutch, and fluent English both oral and written.
  • Advanced Microsoft Excel, 
  • Standard Word, Outlook, and Powerpoint.
  • SAP Experience (MM, O2C, F2S)

Job Segment: ERP, Warehouse, Manager, SAP, Siebel, Technology, Manufacturing, Management

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