Customer Service Team Lead

Customer Service Team Lead

Location: Gent, Belgium – on site

The primary role of the CS Team Lead is to provide first line support for both the customer service and external sales teams within the business. Key focus will be the leadership, support, and motivation of the customer service team, to achieve the departmental KPI's and targets, whilst maintaining a standard of excellence in the provision of customer service both internally and externally. The CS Team Lead will be expected to manage a selected portfolio of accounts. The CS Team Lead will also be expected to participate in any decision-making process relating to the structure, organisation, and management of the customer service team, making recommendations, as appropriate, for ongoing development and improvement. Beside of that the CS Team Lead will also be responsible for implementing required Business Group processes and guidelines.

Key Deliverables:

• Lead the Customer Service Team to build customer loyalty through positive customer engagement and service excellence
• Identify, implement and maintain customer service processes, standards, and key deliverables to support the customer-centric organization
• Partner with all functional areas within the organization to ensure a world class customer experience
• Manage the team to consistently achieve agreed business targets and objectives

Principal Accountabilities:

• Provide first line support for Customer Service and external sales teams
• Lead and motivate the Customer Service Team
• Identify and implement opportunities for people development
• Assume overall responsibility for delivery of agreed KPI's and targets within the CS team
• Prepare and present monthly reports as required by the Customer Service Cluster Manager
• Review and improve existing processes and process controls
• Identify and mitigate actual and/or potential risks
• Support the introduction of new business
• Manage the relationship between the Customer Service Team, plant functions and Plant General Manager

Principal Activities:

• Manages change effectively and builds a successful team
• Manage performance and development of team members
• Enables improvements in service, quality, and cost and supports the delivery of the related KPI's
• Resolve service issues raised by the Customer Service Team, liaising with relevant departments/external suppliers
• Provide first line escalation for customers, account managers and internal departments, assisting in resolving any issues

DIFOT/VAS (value added services):

• Support the team to achieve and/or outperform against target Finished Goods stock
• Maintain process to achieve targets CDN's on response times and outstanding values

Qualifications/Requirements:

• 1- Formal Qualifications and Experience:
• Experience in customer service, preferably within a manufacturing environment
• Bachelor's degree in Business or a related field, or equivalent professional experience
• Experience in people management or in a team lead role
• Proficiency in Excel, ERP/SAP systems, and Salesforce appreciated
• Excellent communication skills in English and Dutch; additional languages such as French or German are a plus
• 2- Specific Skills and Abilities:
• Customer Focussed
• Results Orientated
• Excellent interpersonal and communication skills
• Ability to build collaborative relationships
• Excellent time management and organisational skills
• Ability to work as part of a multi structure team
• Self-motivated
• Confident
• Skilled negotiator