About Drylock Technologies
Drylock Technologies, with its headquarters in Belgium, Europe, is an innovative player in the hygiene market specialized in the production of baby diapers, feminine care products, and incontinence products. With plants worldwide, Drylock Technologies can rightfully be called a global player.
By working at Drylock, you become part of a highly innovative company that firmly believes that the future is green. You’ll work in an agile, dynamic environment, where initiative is highly valued and our people’s personal growth track matters.
Job description
Your role
As Group Customer Service Manager, you will:
Lead & Drive Excellence
- Oversee and continuously improve customer service performance across all Drylock sites.
- Support and coach local customer service teams to ensure consistent standards and best practices globally.
- Partner closely with regional sales teams to ensure seamless communication and alignment.
Transform & Digitalize
- Establish the right tools and technologies for efficient, modern customer communication across channels.
- Drive the implementation and adoption of new digital solutions within customer service.
- Further automate Order-to-Cash flows and drive harmonization across regions.
- Enable efficient data extraction, data exchange and reporting capabilities.
Optimize Key Processes
- Improve dispute management processes, ensuring root-cause elimination and faster issue resolution.
- Strengthen price management processes, ensuring accuracy and eliminating discrepancies.
- Lead OTIF (On-Time In-Full) reporting and transparency, working closely with plants and sales teams.
- Collect, analyze, and leverage customer feedback to proactively improve customer experience.
Enable & Support Growth
- Build and streamline onboarding and training materials for all regions.
- Ensure strong process documentation, clarity of roles, and alignment of ways of working.
- Drive cross-functional improvements across Supply Chain, Sales, IT, and Finance.
- Lead or support global transformation initiatives tied to customer service excellence.
Profile
Who you are
- You have 10+ years of international customer service experience, ideally in a multi-plant or global manufacturing environment.
- You are a natural connector with strong communication skills and a passion for improving customer experience.
- You’re digitally savvy and comfortable leading technological change.
- You combine strategic thinking with hands-on drive.
- You thrive in a fast-moving, innovative, and global environment.
- You are structured, analytical, and able to translate complexity into clarity.
- Knowledge of SAP is a strong asset, and experience with other ERP or CRM systems is a plus.
- You are willing to travel occasionally to Drylock sites worldwide to support teams and drive key initiatives.
- You thrive on collaboration, build meaningful relationships easily, and can bring clarity and calm to challenging conversations. Your conflict-resolution skills allow you to turn friction into progress and guide teams toward aligned decisions.
Our offer
- A key leadership position at the headquarters of a global, innovative, and fast-growing company.
- A dynamic environment where initiative is valued and personal development is supported.
- The opportunity to shape global customer service processes and drive impactful transformation.
- A role with broad exposure across the entire organization.
