Teamlead Customer Service

Are you a hands-on Customer Service Team Leader with a passion for customer satisfaction and team development? In this role, you will lead a team of five Customer Service Representatives and one receptionist on a daily basis. You are responsible for the further professionalization, management, and continuous improvement of the Customer Service department. Together with your team, you ensure high customer satisfaction by providing professional, timely, and customer-oriented service. You drive the efficient handling of customer inquiries and complaints and continuously work on improving the quality, effectiveness, and efficiency of service delivery. In this role, you combine operational excellence with a strong customer and commercial focus. You optimize processes, strengthen customer loyalty, and create added value for both customers and the organization. Additionally, you identify and capitalize on commercial opportunities arising from customer interactions.

You coach, motivate, and develop your team and create a work environment where ownership, collaboration, and continuous improvement are central. As the customer's representative within the organization, you translate customer needs into improvement initiatives and ensure that the department responds flexibly to changing customer wishes, market developments, and organizational objectives. What will you be doing? Lead, coach, and develop the Customer Service team with the goal of achieving a high level of service, optimal customer satisfaction, and broad employee deployability. Responsible for full personnel management, including absence management, performance and development reviews, workforce planning, and talent development. Shaping, managing, and continuously improving a customer-oriented, expert, and flexible Customer Service organization. Drafting, implementing, and monitoring departmental plans, objectives, and KPIs, including response times, lead times, and customer satisfaction. Analyzing performance and customer feedback and translating insights into improvement initiatives and targeted action plans. Responsible for the successful implementation of new customers, including project coordination and stakeholder management. Optimizing customer processes and responsible for the correct and efficient handling of inquiries, orders, complaints, questionnaires, and other customer requests. Acting as an escalation point for complex customer issues and ensuring appropriate solutions. Identifying margin trends and deviations, initiating improvement measures, and managing profitability in collaboration with relevant departments. Actively contributing to commercial and operational projects, both as a project member and project leader, focused on growth, innovation, and process improvement. Read more on our website!

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