Customer Service Team Lead Benelux

Function Requirements

• 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.