Customer Service Team Lead Belux

Puratos; Groot-Bijgaarden; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Group health insurance

Dental and hospitalization insurance

Minimum 5 training days per year

Health & Wellbeing benefits

Job summary

Puratos in Belgium seeks a Customer Service Team Lead Belux to lead a six-person team, coach talent, and safeguard operational continuity across the full Customer Service scope. You will drive service performance, digitalization and automation, and strengthen cross-functional partnerships to ensure a smooth order-to-cash process and outstanding customer experience.

The role requires a bachelor’s degree and ~10 years in customer service or operations, with strong leadership and fluent Dutch and

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• Around 10 years of experience in customer service or operations.
• Proven people management and coaching experience.
• Strong customer focus with the ability to manage escalations.
• Process orientation with KPI and data-driven improved results.
• Digitally savvy with SAP and Microsoft Office; interest in automation.

Responsibilities

• Lead, coach and develop the Customer Service team, set objectives and workload.
• Ensure operational continuity across the full Customer Service scope.
• Harmonize processes across customer segments and reduce silos.
• Monitor service performance using KPIs and implement corrective actions.
• Drive continuous improvement, digitalization and automation.
• Act as escalation point for complex customer situations.

Skills

People leadership

Coaching

Customer focus

Process improvement

Digitalization/automation

SAP

Excel

Dutch

French

Communication

Education

Bachelor’s degree or equivalent experience

Tools

SAP

Microsoft Office

Excel

Job description

As Customer Service Team Lead Belux, you lead, coach and develop a team of six Customer Service professionals and create an environment where customer focus, ownership and collaboration thrive. You safeguard operational continuity across the full Customer Service scope while remaining close enough to the day-to-day operation to support complex cases and peak periods. You drive consistent ways of working, service performance, digitalization and automation across the team. As a key connector between customers and internal departments, you help deliver a reliable order-to-cash process and an outstanding customer experience.

What you will do?

• Lead, coach and develop the Customer Service team , setting clear objectives, providing continuous feedback, supporting evaluations and development, and organizing workload, coverage and team administration.
• Ensure operational continuity by building broad process knowledge across the team, strengthening backup structures, enabling cross-training and stepping in during absences, peak periods or critical situations.
• Harmonize Customer Service processes across the different customer segments, documenting clear and consistent ways of working and reducing dependency on individual team members or silos.
• Monitor and improve service performance using relevant KPIs such as OTIF, service level, backorders, complaints and customer satisfaction, translating insights into concrete corrective and preventive actions.
• Drive continuous improvement, digitalization and automation by identifying improvement opportunities, testing practical solutions and involving the team in sustainable changes to daily work.
• Act as the escalation point for complex customer situations , balancing different internal and external viewpoints, setting priorities and coordinating timely, solution-focused outcomes.
• Build strong cross-functional partnerships with Sales, Supply Chain, Finance, Marketing, R&D, Credit Control and Production to align priorities and deliver a smooth, customer-centric order-to-cash experience.

Who are we looking for?

• Bachelor’s degree or equivalent experience in customer service, customer operations, supply chain, logistics, business or a related field.
• Around 10 years of relevant experience in Customer Service, Customer Operations, Supply Chain or a related operational environment.
• Proven people management and coaching experience , including setting objectives, giving constructive feedback, managing workload and guiding a team through change.
• Strong customer focus and communication skills with the resilience, judgment and diplomacy to manage high-stakes escalations and differing stakeholder perspectives.
• Process-oriented and analytically strong with experience using KPIs and operational data to prioritize, improve quality and deliver sustainable results.
• Digitally savvy and improvement-minded , with confidence using SAP, Microsoft Office and Excel, and experience or strong interest in process improvement, automation or digitalization.
• Fluent in Dutch and French ; English is an asset. You work collaboratively, promote trust and respect, and help the team reach practical win-win solutions.

What you can expect from Puratos?

We at Puratos cultivate an inclusive global workplace, that fully embraces diversity and equal opportunities for all. We strive to reflect the richness of our customers, communities and society, accelerating our ability to innovate and deliver on our commitments.

You will be welcomed in a dynamic work environment where passion for innovation, team spirit and continuous improvement are key. You can count on a competitive salary package with attractive benefits such as:

• Group, dental and hospitalization insurance fully paid by Puratos
  • Minimum 5 training days per year
• A wide variety of Health&Wellbeing benefits
• Responsibilities and the possibility to take ownership of your work

Watch our corporate movie and feel the Puratos Magic:

Working at Puratos is choosing a Top Employer in Belgium!

Shall we meet soon?