DFDS Belgium

Customer Service Manager Agency

DFDS operates 3 shortsea routes out of Belgium. Ghent, where DFDS Belgium also operates a multimodal terminal, operates 6 sailings per week to/from Gothenburg. Once per week Brevik in Norway is also called. In Zeebrugge DFDS operates 4 sailings per week to/from Gothenburg and 1 sailing per week to/from UK & Norway. The Customer Service for these activities is located in Ghent and we are now looking for a new Customer Service Manager to strengthen our team.

Main responsibilities

The role of Customer Service Manager Agency requires people management, ownership and a thorough understanding of shipping.
You will manage, coordinate and train our Customer Service Executives to ensure an optimal team spirit, customer satisfaction and communication with operations. This entails the below responsibilities

• Daily Management of Customer Service Team(s)
• Manage the booking processes end to end
• Coordination with operational, commercial and customer service colleagues in Sweden & Norway
• Optimize vessel utilization by close communication with customers, customer service in Sweden & Norway and operations
• Integral part of the team and able to actively support and act as a backup in case of need
• Delegate projects within the Customer Service team(s)
• Develop and maintain relationships with customers, internal and other relevant 3rd party stakeholders

DFDS Belgium is looking for a Customer Service Manager Agency A challenging role in the core of our shortsea activity in Belgium Where DFDS provides daily sailings to and from Scandinavia

• Main point of contact in case of escalation and coordination
• Initiator and participant of ad-hoc projects for ongoing improvements
• Drive digital initiatives to improve the customer service processes
• Responsible for the profit/loss of the Agency
• Back-up to the route operations manager

o Schedule and plan operations for the Gent-Gothenburg/Brevik, Zeebrugge-Gothenburg and Zeebrugge – Immingham - Norway route
o Stakeholder management of relations with Port Authorities, Lock Planning, Pilots, Linesmen & Tug providers etc.
o Includes regular standby / duty phone in evenings and weekends
o Close cooperation with terminal operations team

• Willingness to travel
Knowledge & skills
• High focus on people’s well-being and satisfaction
• Excellent interpersonal skills/team player, flexible mindset
• Good coaching skills
• Teamwork
• Willing to take ownership and responsibility
• Problem solving mindset/ability to manage conflicting priorities
• Language skills : fluent in Dutch and English is required. French is a plus
• Fluent with office applications (Excel, Powerpoint, Word,…) + affinity for internal developed IT programs
• Several years of experience in shipping & logistics
• Creative and out-of-the box thinking
What does DFDS offer
You will be working in a dynamic environment for a leading shipping & logistics company in Europe and the port of Ghent
• DFDS Culture : Customer driven, teamwork and continuous improvement are in our DNA
• Fulltime contract for an unlimited period
• A competitive salary with extra legal benefits like hospital insurance, group insurance and meal vouchers of € 8
• Company car + fuel card + laptop
• Internal and external training available to improve different types of skills
• Opportunities to develop yourself, your colleagues and your customers. And if the ambition is there, opportunities to grow within the DFDS Group
• DFDS is a strong company with a strong focus on corporate responsibility values


Oost-Vlaanderen - Flandre Orientale

Application deadline:


Expected Start Date:





Vanessa Badot

Mobile: +32 474852786