Customer Service Teamlead BeNeLux

Salary

Core Qualifications

Key Responsibilities

• •Lead, coach and develop the Customer Service team by setting clear priorities, targets and performance expectations.
• •Foster a strong feedback and performance culture, supporting continuous development and talent growth.
• •Allocate resources effectively and step in operationally when needed to ensure service continuity.
• •Support the creation and effective functioning of a unified CS Retail BNL organization.
• •Ensure daily operational execution aligned with customer requirements and internal standards
• •Drive the “Perfect Order” ambition (First Time Right, zero-touch order, predictability).
• •Monitor performance through data analysis, KPIs, and participation in daily/weekly performance reviews.
• •Lead root cause analysis, continuous improvement and preventive actions using SCOS standards and tools.
• •Deploy and continuously improve customer service procedures, policies and ways of working.
• •Act as the operational point of contact for key accounts, collaborating closely with KAMs and customers.
• •Lead customer meetings to review Supply Chain performance and improvement initiatives.
• •Contribute to activities from joint initiatives (like VMI, promo forecasting, mergers, customers network changes, others), under supervision of the customer collaboration lead
• •Align and educate customers and internal stakeholders on service levels, expectations and ways of working.
• •Ensure effective interfaces between Customer Service, Supply Chain and Commercial teams.
• •Provide input into customer collaboration strategies, trade terms, business cases and customer business plans.
• •Drive innovation, adoption of new technologies and best practices within Customer Service.
• •Support development of Supply Chain capabilities and contribute to global standards and future ways of working.
• •Work with the Customer Service Manager BNL to build and deliver annual plans aligned with AOP and SC objectives.
• •Provide input to Supply Chain reviews, management meetings and strategic planning cycles.
• •Support initiatives to reduce CO₂ emissions across the Supply Chain and engage customers on sustainability efforts.
• •Contribute to Supply Chain VCP development.