Customer Service Supervisor (FTC)

Quaker Houghton; Dortmund; Hybrid; EUR 55,000 - 70,000; Full time

Benefits offered by this job

Pension plan

Wellbeing initiatives

QH University access

Job summary

Quaker Houghton is seeking a Customer Service Supervisor (m/f/d) for a 12-month fixed-term maternity cover to lead our EMEA Customer Service team. Hybrid role in Uithoorn, NL or Dortmund, DE, reporting to the EMEA Customer Service Senior Manager, and guiding six Customer Service Representatives to deliver outstanding service.

You will drive performance via KPIs, coaching, and development, champion process improvements and automation, and partner with Supply Chain, Manufacturing, Sales and

Qualifications

• Experience leading teams with direct people management.
• Proven success driving process improvements and automation.
• Bachelor's degree in Business, Supply Chain, Operations, or related field.

Responsibilities

• Lead and develop a team of six Customer Service Representatives across NL and DE.
• Coach through performance reviews and development plans.
• Act as escalation point for complex customer and order issues with timely resolution.
• Collaborate with Supply Chain, Manufacturing, Logistics, Sales and Finance to ensure service excellence.

Skills

People leadership

KPI management

Change management

Coaching

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's in Business / Supply Chain

Job description

About the Role

We are looking for a Customer Service Supervisor (m/f/d) to join our EMEA Customer Service organisation on a 12-month fixed-term contract, with the possibility of extension (maternity cover).

Reporting to EMEA Customer Service Senior Manager, you will lead a team of six Customer Service Representatives, ensuring an outstanding customer experience while driving operational excellence, continuous improvement, and employee development.

Acting as a key partner to customers and internal stakeholders across Supply Chain, Logistics, Manufacturing, Sales and Finance, you will oversee day-to-day customer service operations, support the resolution of customer escalations, monitor performance through KPIs, and identify opportunities to optimise, simplify and automate processes.

This role is ideal for someone who enjoys developing people, challenging the status quo, and driving positive change in a fast-paced international environment.

Location

Uithoorn, Netherlands or Dortmund, Germany (hybrid)

What will you do?

Team leadership & customer service operations

• Lead, coach and develop a team of six Customer Service Representatives across the Netherlands and Germany, fostering a collaborative and customer-focused environment.
• Support employee development through performance reviews, goal setting, coaching and ongoing feedback in partnership with the Customer Service Manager.
• Act as an escalation point for complex customer and order-related issues, ensuring timely and effective resolution.
• Establish strong relationships with customers and internal stakeholders, driving a high level of service and customer satisfaction.

Process Improvement & operational excellence

• Drive continuous improvement, automation and standardisation initiatives across customer service operations.
• Analyse processes, identify inefficiencies and implement solutions that improve service, productivity and cost performance.
• Lead change initiatives and support broader business transformation projects.
• Monitor and improve operational performance through KPI analysis and data-driven decision making.

Customer support & cross-functional collaboration

• Oversee customer service and sales support activities, ensuring accurate order management and high-quality customer support.
• Partner closely with Supply Chain, Manufacturing, Logistics, Sales and Finance teams to ensure excellent service delivery and on-time customer fulfilment.
• Coordinate customer communications regarding orders, deliveries, production schedules and shipment status.
• Ensure customer documentation, commercial agreements and service commitments are managed accurately and efficiently.

Governance & compliance

• Ensure compliance with SOX requirements, internal controls, Delegation of Authority (DoA) guidelines and company policies.
• Support internal and external audits and maintain appropriate documentation and records.
• Ensure adherence to commercial SLAs, contractual obligations and customer requirements.
• Promote a culture of accountability, compliance and operational excellence.

What are we looking for?

Experience & education

• Experience within manufacturing, chemicals, industrial products, supply chain, FMCG or a related industry.
• Experience leading teams, including direct people management responsibilities.
• Proven success driving process improvements, automation, operational excellence or customer service transformation initiatives.
• Experience managing customer escalations, KPI performance and cross-functional stakeholder relationships.
• Bachelor's degree or equivalent professional experience in Business, Supply Chain, Operations or a related field.

Skills & competencies

• Strong people leadership skills with a passion for developing and motivating teams.
• Excellent analytical, problem-solving and KPI management capabilities.
• Proven ability to drive change, influence stakeholders and deliver continuous improvement.
• Strong communication and collaboration skills with a customer-centric mindset.
• Able to balance operational priorities with long-term improvement opportunities.

Languages

• Professional proficiency in English is required.
• German language skills are strongly preferred.

Location

• Hybrid role based in either Uithoorn, Netherlands or Dortmund, Germany.
• Occasional travel between locations may be required.

What's In It For You?

• Comprehensive benefits package, including pension and wellbeing initiatives
• Volunteer leave through our Global Giving programme
• Access to continuous learning and development through QH University
• Career growth opportunities within a global organization
• DEI and Recognition initiatives such as Women in Manufacturing, Next Gen and PRIDE CRGs, our Global Giving and Impact Awards programs.
• A collaborative culture where we truly do great things together

About Us

We are the global leader in industrial process fluids present in 40+ countries continually improving and innovating so the world's steel, aluminum, automotive, aircraft, machinery and industrial parts manufacturers can stay ahead in a changing world. Throughout our 100+ locations, our chemists, engineers and industry experts partner with our customers to continually improve their operations so they can run even more efficiently, even more effectively, whatever comes next.

Our values: Live Safe, Exceed Customer Expectations, Drive Results, Embrace Diversity, Do Great Things Together, Act with Integrity.

Our core values embody who we are as a company, guide our decisions and inspire us. Our commitment to these values, in words and actions, builds a safer, stronger Quaker Houghton. They are the fundamental beliefs that guide our internal conduct and our relationship with the outside world.

EEO

Quaker Houghton is committed to equal employment opportunities and a workplace free of discrimination. Applications are welcome from all qualified candidates regardless of gender, gender identity, age, disability, ethnic origin, religion, or sexual orientation. In line with the EU Pay Transparency Directive, the salary range for this role is disclosed before the interview to support transparency and consistency in our hiring process. Candidates will not be asked about their salary history. Our company uses a structured job level and salary band framework to support objective and consistent compensation decisions.