Job Description Summary

As the Customer Service Team Leader, you have the responsibility to lead a team of Customer Service representatives. You provide clear direction to all Customer Service representatives to ensure a highly attentive and accurate level of customer service. In your day-to-day management, you will act as a role model and drive & support our Customer Experience and embed a customer centric culture in our Customer Service Organization.

Job Description

Responsibilities:

Customer Service Operations Management

• Monitor team performance versus goals and analyze service provided by Customer Service to be able to identify improvements and propose corrective actions
• Develop, review and drive improvement in our procedures and policies
• Organize and lead the Customer Service team meetings
• Participate fully in cross-functional teams that address strategic business priorities involving sales operations
• Further develop and support the strategic partnerships with the businesses
• Work closely with the Customer Care Leader and take an active role in embedding the “customer centric” culture and behaviors in our Customer Service Organization
• Drive, support & effectively communicate strategic management decisions to the team
• Actively drive and support the integration of the BDI Customer Service into the BD Customer Service Organization, together with the CS BDI Team Leader
• Work closely with the Tender & Pricing Team Leader to drive operational improvement

People Management

• Lead, develop, motivate and support our Business Coordinators and our Customer Service Coordinator
• Coach and support your team members in their daily tasks and project work
• Develop and implement individual development plans including training, performance assessment, coaching
• Actively drive team development, share best practices and ensure new team members receive a thorough and consistent onboarding
• Guide and motivate your team through changes, integration and transformation
• Responsibility of recruiting the right candidates for open positions

Qualifications

• Experience in a Customer Service environment is a must!
• Minimum 3 years of experience in people management
• A hands-on and solution-oriented mentality that results in a pro-active approach
• Strong communication skills and a good understanding of interpersonal & intrapersonal dimensions and competences
• An empathic and inspiring personality
• Ability to deal with stress & change
• Good organization skills with an eye for detail
• Knowledge of MS office
• Fluency in Dutch, French and English, both oral & written

Offer:

• A varied function with international contacts within a company with an important social contribution
• An informal working atmosphere, dynamic corporate culture and an environment that lets you grow and develop.
• An attractive remuneration package in combination with some excellent additional working conditions like company fitness, company restaurant and ironing service
• Working remotely up to 2 days a week is possible

Primary Work Location

BEL Erembodegem - Dorp 86

Additional Locations

Work Shift