Customer Service Team Lead — Benelux, Nordics & Ireland

Falk&Ross Europe; Waterloo; Sur place; EUR 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Performance bonus

Onboarding program

Lead a multilingual team

Career development

Collaborative culture

Impact on customer experience

Résumé du poste

Falk & Ross Europe in Waterloo seeks a Customer Service Team Lead to guide the BENELUX, Scandinavia and Ireland teams and manage day-to-day operations. You will coach the team, ensure efficient order management, and drive service quality across ERP and CRM systems.

You will lead with a true player-coach approach, focusing on customer satisfaction, process improvements, and cross-functional collaboration to deliver outstanding service and growth.

Qualifications

• Minimum 4–5 years in Customer Service with leadership experience.
• Fluent in Dutch, French and English; daily use of all three.
• Strong coaching, communication and interpersonal skills.
• Customer-oriented mindset with leadership by example.
• Excellent organizational skills and prioritization under pressure.
• Experience with ERP/CRM systems (Sage and Salesforce preferred).
• Right-first-time mindset and drive for continuous improvement.

Responsabilités

• Lead, coach and motivate the Customer Service team, creating a collaborative, customer-focused environment.
• Organize daily activities and staffing to support business needs and holidays.
• Conduct performance reviews and provide ongoing coaching and feedback.
• Ensure onboarding and integration of new team members.
• Act as first point of contact for escalations and operational questions.
• Collaborate with Sales, Logistics, Procurement and Finance to ensure seamless support.
• Identify process improvements and share buying signals with Sales.

Connaissances

People management

Coaching

Communication

Problem-solving

Organizational skills

Customer orientation

Dutch

French

English

Outils

Sage ERP

Salesforce

Description du poste

Falk & Ross Europe in Waterloo seeks a Customer Service Team Lead to guide the BENELUX, Scandinavia and Ireland teams and manage day-to-day operations. You will coach the team, ensure efficient order management, and drive service quality across ERP and CRM systems.

You will lead with a true player-coach approach, focusing on customer satisfaction, process improvements, and cross-functional collaboration to deliver outstanding service and growth.