Team Leader Customer Service
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Sint-Denijs-Westrem (Gent, BE)
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Operations
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Full time
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Open-ended contract
What will you do as Team Leader Customer Service?As Team Leader Customer Service, you will, lead, coach, and support a small team of 4 Customer Service Professionals while actively contributing to daily operational activities yourself.The team that you manage covers the region ‘North’, spanning mainly customers in Belgium, the Netherlands, Germany, Scandinavia, UK, Ireland & Switzerland.You ensure smooth customer service operations, build long-term trust with customers’ operational teams, high customer satisfaction, and work on continuous improvement across processes and ways of working.And you will report to the Group Customer Service manager.Leadership responsibilitiesProvide direction, coaching, and support to the Customer Service team to achieve high performance and engagement.Build, develop, and strengthen a close-knit, high-performing team with a strong sense of ownership and collaboration.Act as a key internal and external representative of Customer Service, maintaining strong stakeholder relationships.Operational responsibilitiesDay-to-day order management: Order Entry & Confirmation, Invoice document sending (manual or EDI). Exchange general or customer-specific information like stock lists. Document management for routine exports.Supply Chain Transparency: Providing clients with visibility into their orders, including accurate delivery dates and proactive alerts about any potential stockouts. Providing What’s Cooking supply chain teams with real-time customer information (e.g. promotion progress, customer warehouse closed due to strike,etc.)Logistics complaint handling: Entry in database, first level investigation or escalation towards Logistics dept, answer to customer, initiate credit note and/or invoice to 3PL if applicable, organize returnsInventory Optimization: Work with customers on stock near maximum shelf life. Manage second choice orders. Allocate stock to orders in case of limited availability.Feedback Loop Integration: Gathering client feedback on service level or other operational issues they may experience and channelling those insights for continuous improvementCrisis management: Coordinates the operational and transactional actions in case of recalls (e.g. returns, credit notes,etc.)Penalties Check if customer invoices for penalties are justifiedManage debit/credit proces around returnabale packaging when applicable