About the Role
As Customer Service Team Lead & Craft, you will play a key role in ensuring excellent customer service while coordinating planning activities for our Craft business. You will lead customer service operations for Belgium, support cross-site collaboration, and help align demand, supply, production, inventory, and logistics through the Craft S&OP process.
Key Responsibilities
Customer Service Leadership & Operations
- Coordinate daily Customer Service activities for Belgium.
- Support workload planning, holiday coverage, cross-training, and knowledge sharing across sites.
- Act as a hands-on Customer Service Specialist when required and provide operational support to other locations.
- Monitor customer orders, priorities, and service levels, ensuring timely issue resolution and escalation.
Order Management & Customer Support
- Manage customer orders from entry to delivery and invoicing.
- Maintain forecasts, sales orders, purchase orders, and planning files.
- Coordinate customer requirements with Commercial, Production, Supply Chain, and Quality teams.
- Manage customer communication regarding deliveries, changes, and order status.
- Coordinate intercompany and external supplier transfers.
Logistics & Distribution
- Coordinate transport bookings, warehouse activities, deliveries, and shipment follow-up.
- Monitor transportation performance and resolve operational issues.
- Manage stock movements and inter-site transfers.
- Ensure accurate transport and shipping documentation.
- Support logistics optimization initiatives and supplier performance reviews.
Systems & Continuous Improvement
- Act as key user for JDE, MAPPS, and related ERP/TMS systems.
- Maintain accurate customer, order, logistics, and planning data.
- Support process harmonization, automation, and continuous improvement initiatives.
- Assist in resolving system and process issues impacting daily operations.
Craft Planning & S&OP Coordination
- Consolidate customer forecasts, orders, and demand into an accurate demand plan.
- Monitor supply, inventory levels, and potential supply-demand gaps.
- Coordinate the Craft S&OP cycle and facilitate alignment across Commercial, Operations, Supply Chain, and Customer Service.
- Prepare planning reports, monitor KPIs, and support decision-making.
- Identify risks, drive follow-up actions, and support continuous improvement of planning processes.
Qualifications & Skills
- Bachelor's degree in Supply Chain, Logistics, Business Administration, or equivalent experience.
- Experience in customer service, order management, supply chain, or planning environments.
- Previous experience coordinating teams or activities is an advantage.
- Strong organizational and stakeholder management skills.
- Ability to balance operational execution with longer-term planning.
- Proactive, hands-on, and solution-oriented mindset.
- Strong analytical skills and attention to detail.
- Advanced Excel skills.
- Experience with ERP and planning systems such as JDE, MAPPS, or similar.
- Fluent in English; Dutch and/or French are an asset.
Our offer:
We offer an attractive salary and benefits package and as part of a global organization can offer career opportunities internationally. As Masters of Malt we want to be a great employer, focusing on flexibility, inclusion, collaboration and health and wellbeing. We live our values, putting people at the heart of what we do.
“Strive” - Our ambition is to be the best maltster that's why every day we commit to challenge ourselves to achieve the highest level.
“Care” - Our strength is magnificent when we care for our earth, our colleagues and our business partners. We encourage trust, respect and treat each other with respect. We believe that Diversity makes us stronger.
“Inspire” - We adopt a long-term orientation delivering sustainable performance through innovation and digitization, becoming praised Masters of Malt.
“Explore” – Thinking out of the box and embracing pioneer ideas to become a source of motivation, we like challenging the status quo to develop full potential.