Teamlead Customer Service

What You Can Expect:

As a Team Lead Customer Service, you are the connecting link between the customer, Customer Service, and operations. You provide daily leadership to the Customer Service organization and monitor staffing levels, work distribution, execution, and performance within the team, spread across three locations in the Eindhoven region.

You are responsible for maintaining the operational customer relationship and ensure that service agreements, KPIs, and escalations are followed up on in a timely and professional manner. You act as the first point of contact for complex customer inquiries, escalations, and structural deviations within Customer Service and ensure timely coordination with Operations and other relevant stakeholders.

With your coaching leadership style, you know how to motivate and develop employees and bring out the best in them. You create overview, monitor the workload within the team, set priorities, and ensure a good distribution of tasks. Where necessary, you adjust capacity, staffing, and work distribution.

By analyzing order flows and operational processes, you identify opportunities for improvement and translate these into concrete actions. In doing so, you work closely with Operations and other internal stakeholders to realize structural improvements and further strengthen the quality of service.

You monitor the relevant Customer Service KPIs, analyze deviations, and translate insights into concrete improvement actions. Additionally, you prepare Monthly and Quarterly Business Reviews and contribute to professional reporting towards customers and internal stakeholders.

You also play an active role in customer satisfaction surveys. You use the results of these, together with your team, customers, and operations, to implement improvements that have a real impact.

You also play an active role in customer satisfaction surveys. You use the results of these, together with your team, customers, and operations, to implement improvements that have a real impact.

• HBO (Higher Professional Education) level of working and thinking;
• At least 3 years of relevant work experience, preferably in customer service within contract logistics;
• Experience with managing, coaching, and developing employees;
• Knowledge of logistical administrative systems and processes;
• Strong in escalation management, where you distinguish between main and secondary issues, set the right priorities, and bring stakeholders together in a timely manner to reach a suitable solution;
• Experience with KPI monitoring, reporting, and process improvement;
• Customer-oriented and communicative;
• Enthusiastic, result-oriented, and with a can-do mentality;
• Organizationally strong, accurate, and analytical;
• Integrity, empathy, and the ability to collaborate effectively with various stakeholders;
• Good command of the Dutch and English languages, both spoken and written.

You will join an ambitious and growing organization where no two days are the same. We offer you a collegial working environment with plenty of room for your own initiative, personal development, and process improvement. Naturally, you can count on a market-competitive employment benefits package.

The position is full-time, 40 hours per week, and is performed in day shifts.

Rhenus Logistics Nederland is a strong player in logistical services and is growing rapidly. From seven locations in the Tilburg-Eindhoven region, we offer customers smart and reliable solutions in the areas of warehousing, order picking, value-added services, and managed services.

Do you want to contribute to satisfied customers, strong teams, and further growth? Then we would love to meet you.