David Cruts

Experience

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  Université catholique de l'Ouest

  Sept 2000 - Jun 2001

  Teacher Dutch

  I teached Dutch to French and international students. Very nice life experience and opportunity to obtain 2 diplomas for the Chamber of Commerce.That year I also translated user manuals for a company specialized in filler systems.

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  Golazo sports, media & entertainment

  Jan 2001 - Jan 2001

  Event Manager

  Promotion activities but also responsible for planning and organizing the sports events. Led small and big teams up to 30 people.

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  EDS Group

  Jan 2001 - Jan 2003

  Helpdesk Agent

  First line IT support for Xerox, Huntsman… Good practical language practice and bitten by the ‘customer service’ bug !

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  Brucargo

  Jan 2003 - Jan 2003

  Transport Manager

  Organizing Import and Export activities: learned about incoterms, transport documentation and had to use my organizational skills.

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  GE

  Jul 2003 - Dec 2015

  07/2010 – 12/2015: Global Process Lead Customer Care, GE Water & Process Technologies, HerentalsGlobal role. Functional Lead for SAP implementations in SAP SD, CS and PM, working together with business teams, our IT team and SAP experts, roll out of new CRM tool (Salesforce.com), OCR tool for order entry, Supply Chain improvements.Manage simplification projects and SAP improvement projects in Customer CareImprove global billing quality and reduce past dues by analyzing historical data, implementing processimprovements and long term corrective actionsWork closely together with different Supply Chain teams to improve our Customer’s experienceGained skills in this job: project management, strategic thinking, planning, helicopter view of the organization, presentations, global meetings…Realizations: SAP implementations, introduction of a new CRM tool ‘Salesforce.Com’, successfully trained peers, simplification project that saves +1000 hours per year throughout the business… Show less Managed a team of 15 Customer Care agents, reporting to the EMEA CSC ManagerRun weekly metrics in SAP to ensure service levels: 99% calls taken, order entry and billing qualityRecruit and train new people & coaching team members Develop, implement and revise operating proceduresFollow up on testing & training plans for sap changes Learned to present, organize, lead a team, delegate and multitasking. I also gained an extensive knowledge of the entire supply chain process from order acknowledgement to cash application.Realizations: improved ordering lead times with 2 days, introduced shipment notifications to our customers, improved the order entry accuracy of our teams, increase productivity and ensure equal workload in the team, working with portals, dashboards, workflows, surveys…delivering proactive communication tools to the teams. Show less

  • Global Process Lead Customer Care

    Jul 2010 - Dec 2015

  • Team Leader Customer Care Emea

    Jul 2003 - Aug 2010
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  Kreon

  Jan 2016 - Aug 2017

  Customer Service Manager

  Lead a team of 4 people. Continuously improving customer service and other supply chain processes focusing on complaint management and proactive communication to customers and internal partners. When new business in Switzerland was taken over, I created training documents and process flows for a smooth transition to the company's ERP system.

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  Imerys

  Sept 2017 - Nov 2021

  EMEA Customer Service Manager - Performance Minerals

  09/2017 – present: Customer Service Manager EMEA - Carbonates divisionLeading a team of 15 customer service agents: 12 in Lixhe and 3 in Italy. Daily follow up on customer complaints, customer on time deliveries, KPI reporting, follow up from quote to invoice, improvement projects.Work closely together with different Supply Chain teams to improve our Customer’s experienceRealizations: introduction of CRM tool ‘Salesforce’, BPO for introduction of credit note approval tool, BPO for introduction for new quotation tool...Go To person for problems in SAP, Show less

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  Vynova Group

  Nov 2021 - now

  Customer Service Manager Caustics

  Leading a team of 10 customer service agents in Tessenderlo. Daily follow up on customer complaints, customer on time deliveries, KPI reporting, follow up from quote to invoice, improvement projects (automatic price entry in SAP, EDI invoicing/Peppol introduction, EDI with transport companies, implement approval process for credit notes...)Work closely together with different Supply Chain teams to improve our Customer’s experienceCreatio Super user and SAP Key user. Yellow belt certified. Show less