Customer Service Project Manager – Wavre, Belgium

Customer Service Project Manager

Project Manager for the re-engineering of the order management process within the Customer Service department. The Project Manager will manage the project while other resources will work on the process improvement.

Primary Tasks & Responsibilities

  • Support the leader in the project organization
  • Define the project charter
  • Identify Stakeholders, Define their role and responsibilities and facilitate team building
  • Define KPIs
  • Define communication channels, monitoring processes
  • Define Supply Chain governance structure

Day to Day Core Team Coordination :

  • Define Team Objectives and map stakeholders.
  • Chair periodic meetings with the sub-project leaders and be the Supply Chain SPOC for the project. Ensure active attendance and participation from team members.
  • Assess risks and issues and manage/support the core team to propose pragmatic and innovative solutions.
  • Ensure reporting to GVSC lead.
  • Resolve issues wherever possible and escalate to GVSC lead.
  • Define and assign project tasks
  • Support the Project Lead support as Facilitator
  • Create a time-schedule.
  • Follow time schedule and budget
  • Accountable for creating and following an integrated planning view :
  • Evaluate project context and the interfaces between projects
  • Build a dashboard for a periodic follow-up and reporting.
  • Investigate root causes and impacts when an issue/concerns is identified in a sub-project
  • Stimulate interfaces betweens sub-projects and impact on the critical path.
  • Establish a risks register and evaluate mitigation plans for identified risks.
  • Propose improvement / optimization of the plan when appropriate


Your profile

  • Project Management in multicultural and multi-disciplinary organisation.
  • Ability to understand multi-disciplinary topics (Supply-Chain, Validation, Quality, Regulatory Affairs, manufacturing, master data…).
  • Strong team player and positive mindset to support the team members to explain their context/constraints/difficulties, listen to the view/constraints of the other and find common pragmatic solution.
  • Ability to identify unexpressed potential issues
  • Strong knowledge of written and spoken English – French is strongly desired
  • Industrial Experiences in very complex projects, fast moving environment and working cross-boundaries.
  • Leadership: Ability to federate and motivate team on common and transversal objectives, Capability to lead the team in a cross boundaries approach, natural rightness to discuss/check project follow-up and issues.
  • Excellent communication and influencing skills.
  • Experience in cultural change management to control projects in an integrated way instead of a silo approach
  • Experience in managing customer service or order management projects is a plus
  • Experience in operational excellence / process improvement is a plus

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