This role is an operational lead function within Global Customer Service. As Customer Service Team Lead Benelux you will lead a Mini Business Unit and you are responsible for a specific region/multiple markets. You will manage, inspire and coach a team of 8 – 10 Customer Service Representatives.
The team leader participates in the daily customer service work within a market, like order entry, case management, account’s receivables, task registration and customer contact amongst others. Time division for this role is 70% on leadership and 30% operational.
You report to the Customer Service Global Center of Excellence and Head Europe.
• You will coach and challenge the MBU team to work on constructive measurements, actions, improvement idea’s and expanding partner agreements. In the role of MBU leader you will be held accountable for these activities; • The role involves collaborating with the MBU coach to implement improvement ideas, managing partner agreements; • Monitoring and prioritizing team tasks, handling escalations, onboarding new team members; • Approving credit limit releases, overseeing orderbooks, approving credit notes; • Participating in case meetings, managing team capacity, and handling absences and holidays. Additionally, the role involves contributing to customer service and customer experience efforts; • Operating in an MBU way of working in line with values and strategy; • Handling daily orders and calls, recording them in the CRM system; • Addressing customer complaints and actively seeking resolutions; • Serving as the main contact for product and sales inquiries and coordinating with internal departments; • Managing overdue invoices and working on collections; • Monitoring and reporting on key performance indicators (KPIs); • Engaging in monthly performance meetings to discuss results and collaborate with other teams; • Providing ad hoc reports as needed by higher management.
Requirements: • You have a MBO+/HBO education; • You have min. 3 years of experience in Customer Service as a Team leader; • Your Dutch and English are excellent, and you speak at least one other language; • You have affinity with both commercial and supply chain processes; • You have experience working with ERP and CRM systems and Microsoft Office; • You have a positive critical attitude, a curious and enquiring mind and you are always looking for innovation and improvement in your own duties.
Terms of employment
• A challenging job in an inspiring and rapidly developing company where is room for development; • An international environment that encourages continuous improvement; • Fulltime permanent position, starting with a contract for 1 year; • Good salary and benefits.
Cordstrap produces and delivers cargo securing systems such as lashes and dunnage bags, for all types of transport. It is a mid-sized organisation that has built a leading position in the market. Cordstrap is active in over 50 countries worldwide and has over 50 years’ experience in securing and protecting cargo worldwide.
For the head office in Oostrum we are looking for a Customer Service Team Lead Benelux.