Team Lead Customer Service Europe

09-01-2023 Referentie: 8d7f3877-a16d-49ff-9e17-0f723341141c
Regio Oostrum
Werkuren 40 uur
Provincie Limburg
Vakgebied Logistiek
Opleidingsniveau HBO
Dienstverband Fulltime

About the job
The MBU Team Lead Customer Service is an operational Lead function within Global Customer Service, leading a MBU responsible for a specific region / multiple markets.

As a ‘Cooperating foreman’, the MBU Team Lead Customer Service 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.

Responsibilities:

  • Coach on team & individual development of the MBU team members;
  • Responsible for the Mid-Year and End-Year Performance reviews of the individual MBU team members, in cooperation with the Customer Service Global center of excellence and Head Europe;
  • Signal and escalate any negative performance or development issues towards the where necessary;
  • Be a Change agent, as LX & CRM Champion, guiding people through change trajectories and process;
  • Work and act, daily, on KPI’s on key processes as defined in SLA’s, escalate them, set up new measurements and be accountable for the KPI’s. Define root causes and initiate improvement initiatives;
  • Report advanced agreed KPI’s on a monthly basis and analyze performance data. Define areas of improvement and come up with improvement initiatives;
  • Participate Monthly performance meetings with the Customer Service Global center of excellence and Head Europe and relevant Commercial Leads/Regional Heads to discuss monthly results, improve collaboration and discuss possible mutual action points;
  • Act on ad hoc reporting on request of the Customer Service Global center of excellence and Head Europe.

Offer
What do we have to offer?

  • A contract with our client, starting with a year contract;
  • Competitive salary;
  • A challenging job;
  • Working within an international environment;
  • Working within a multi-cultural organization;
  • Possibility to work hybride (office and home office).

Requirements
Our ideal candidate:

  • HBO level;
  • Minimum Teamlead and customer service experience of 3 years;
  • Excellent oral and written communication;
  • Excellent computer skills (MS Office, ERP, CRM);
  • Excellent English & minimum 1 other language skills;
  • Product & services knowledge;
  • Affinity with both Commercial- and Supply chain processes.

Where are you going to work
Our client has more than 50 years of experience in protecting cargo around the world. Worldwide, specialists use their expertise to work with customers to develop applications and provide them with advice and training, ensuring that their cargo arrives at its destination undamaged. The company has branches all over the world. This vacancy is for the Oostrum branch (near Venray) in the Netherlands.

Want to know more?
Intrigued? We’d love to hear from you and are happy to tell you more! Please click “Solliciteer direct” to submit your resume! For more information, contact Marieke Henke 06-21901337!

!! If you do not live within a radius of 50 km within Venray, we will not process your application !!

 



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