Senior Manager, Customer Service

Jobtailor; Antwerpen; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

Jobtailor is seeking a Senior Customer Service Leader to guide and develop the team (incl. supervisors), hold regular one-to-one meetings, coach, remove blockers, and translate Benelux priorities into clear goals, KPIs and execution.

You will partner with Sales, Operations, Trade Management and others to lead escalations, drive performance management, and deliver structured responses; you will champion continuous process improvement, automation where useful, and embed changes through training

Qualifications

• Proven people leadership and the ability to create structure, ownership, and engagement.
• Experience in customer service within container shipping / logistics (NVO/forwarder environment).
• Strong analytical and problem-solving skills; you turn insights into action.
• Confident communicator with strong stakeholder management skills.
• Customer-first mindset with commercial awareness.
• You communicate clearly in Dutch and English.

Responsabilités

• Lead and develop the Customer Service team (incl. supervisors): hold regular one‑to‑one meetings and team briefings, coach supervisors, remove blockers so the team can deliver reliable, high‑quality service.
• Translate Area Benelux priorities into clear goals, KPIs and execution: turn Area goals into team priorities and measurable KPIs (e.g., Customer Experience Survey, response/resolution times, productivity), set targets and run a simple cadence of reviews to track progress.
• Ensure strong performance management, coaching and talent development: monitor dashboards, give regular feedback, agree development plans, and hold clear accountability conversations when needed.
• Act as a senior stakeholder in cross-functional topics and support key customer escalations when needed: partner with Sales, Operations, Trade Management and others; lead swift, structured responses to major escalations and ensure corrective actions are implemented.
• Drive process improvement (quality, efficiency, standardization) and embed sustainable change: lead practical improvement work (root‑cause analysis, quick wins, standardization), push for automation/system fixes where useful, and lock changes in with training and updated procedures.

Connaissances

People leadership

Customer service

Analytical skills

Problem solving

Stakeholder management

Customer focus

Dutch language

English language

Description du poste

Responsibilities

• Lead and develop the Customer Service team (incl. supervisors): hold regular one‑to‑one meetings and team briefings, coach supervisors, remove blockers so the team can deliver reliable, high‑quality service.
• You will translate Area Benelux priorities into clear goals, KPIs and execution: turn Area goals into team priorities and measurable KPIs (e.g., Customer Experience Survey, response/resolution times, productivity), set targets and run a simple cadence of reviews to track progress.
• You will ensure strong performance management, coaching and talent development: monitor dashboards, give regular feedback, agree development plans, and hold clear accountability conversations when needed.
• You will act as a senior stakeholder in cross-functional topics and support key customer escalations when needed: partner with Sales, Operations, Trade Management and others; lead swift, structured responses to major escalations and ensure corrective actions are implemented.
• You will drive process improvement (quality, efficiency, standardization) and embed sustainable change: lead practical improvement work (root‑cause analysis, quick wins, standardization), push for automation/system fixes where useful, and lock changes in with training and updated procedures.

Requirements

• Proven people leadership and the ability to create structure, ownership, and engagement.
• Experience in customer service within container shipping / logistics (NVO/forwarder environment).
• Strong analytical and problem‑solving skills; you turn insights into action.
• Confident communicator with strong stakeholder management skills.
• Customer‑first mindset with commercial awareness.
• You communicate clearly in Dutch and English.

Core Competencies

Demonstrates strong leadership in customer service team development, focusing on performance management, coaching, and talent development. Proficient in translating strategic priorities into measurable goals and driving process improvements within the logistics and container shipping industry.

Hard Skills

• Performance Management
• KPI Development
• Root‑Cause Analysis
• Process Improvement
• Automation Implementation

Soft Skills

• Coaching
• Problem‑Solving
• Clear Communication
• Engagement