Director Customer Care

Aker BioMarine is a leading human health and nutrition innovator that develops krill-derived products for consumer health and nutrition. Krill is a natural, powerful, and health-promoting source of nutrients from the pristine waters of Antarctica, and Aker BioMarine has a unique position in its industry.

In Aker BioMarine we believe in a world where everyone has access to quality nutrition and good health without compromising the planet.

We are looking for more people like us, who believe they can make a difference in the world.

We are about 180 employees globally, with more than 25 nationalities, spread across all time zones and most continents. Together, we form an international, high performing, diverse and fun work environment.

Working with us means you appreciate diversity, are highly skilled within your field and can cope with unexpected situations. You enjoy a fast pace, tolerate quick decisions and continuously ongoing changes. You are a true team player who “chips in” when the situation requires so.

**About the Role**:
**Key Responsibilities**:
**Leadership & Team Development**
- Lead, mentor, and develop a team of customer care representatives, fostering a high-performance and customer-focused culture.
- Ensure exceptional service levels by overseeing customer inquiries, order management, and proactive issue resolution.

**Order Fulfillment & Logistics Management**
- Oversee the timely invoicing and delivery of orders, ensuring a seamless experience for customers.
- Build and maintain strong partnerships with warehouse providers, managing contracts, budgets, and operational workflows.
- Lead relationships with 'last mile' carriers, negotiating contracts and optimizing performance.
- Ensure compliance with import/export regulations and leverage free trade agreements to optimize operations.

**Process Improvement & Systems Management**
- Serve as an **ERP superuser**, contributing to system improvements and cross-functional projects.
- Define and manage **key performance indicators (KPIs)** for customer care, logistics, and warehouse management.
- Develop and implement risk management strategies for logistics and customer care operations.
- Collaborate cross-functionally with Sales, IT, and Finance to enhance customer experience and operational efficiency.

**Strategic Planning & Business Growth**
- Provide insights and recommendations to senior leadership on process improvements, cost-saving opportunities, and potential risks.
- Lead or participate in ad hoc logistics and customer care initiatives to support the company’s strategic objectives.
- Support employee training and onboarding efforts to enhance team capabilities.

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**What We’re Looking For**:
**Experience & Skills**
- 5-7 years of experience in logistics, customer care, or supply chain management, with proven leadership or managerial experience.
- Strong track record of driving **operational excellence** and process improvements.
- Experience managing **end-to-end supply chain processes**, including inventory management, order fulfillment, and last-mile delivery.
- Hands-on experience with **third-party logistics providers, warehouses, and carriers**, including contract negotiations.
- Proficiency in **ERP systems** and project management (implementation or system upgrades preferred).
- Familiarity with **international import/export regulations, free trade agreements, and customs processes**.

**Education**
- Bachelor's degree in **Supply Chain Management, Business Administration, Logistics, or a related field** preferred.

The Director Customer Care will work in our offices in Altafulla, Spain. International travel will be required to some extent.

For more information about the position or process, please contact André Eriksen (+47 48054053).

**About Aker BioMarine**:
Aker BioMarine develops bioactive ingredients for use in the nutraceutical market_._

**Superba Krill** is a pure form of omega-3s that are more easily absorbed by the human body, providing health benefits, including boosting heart, brain, and joint health.

**Understory** is a premium marine protein peptide ingredient from Antarctic krill.

**FloraMarine** is a plant-based, marine source of DHA omega-3 from algae, offering the highest natural concentration of algae DHA on the market today. DHA is widely known to be vital for brain and eye health, as well as early life nutrition.

**LYSOVETA TM** is a new dietary supplement product from Aker BioMarine, specifically targeting brain health. It contains essential nutrients including LPC-bound EPA and DHA, which are important for long-term brain health and function, across the whole lifespan.
- What you can expect from working in Aker BioMarine:_
- You can expect a lot of challenges in an fast paced environment. In return we promise you will be part of a fun and exciting journey. If you show initiative and desire for more responsibility, we will give it to you and support you along the way. We strongly believe that o