Customer Service Supervisor (FTC) m/f/d

Quaker Houghton; Dortmund; Hybrid; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Pension plan

Wellbeing program

Learning & development

Career growth

DEI initiatives

Job summary

Quaker Houghton is seeking a Customer Service Supervisor (m/f/d) to join the EMEA Customer Service organisation on a 12-month fixed-term contract, with extension potential. You will lead a team of six CS Representatives across the Netherlands and Germany, ensuring outstanding customer experience while driving operational excellence and employee development.

You will partner with Supply Chain, Manufacturing, Logistics, Sales and Finance to ensure high-quality service, accurate order management

Qualifications

• Experience within manufacturing, chemicals, industrial products, supply chain or 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Team leadership

Customer service

Process improvement

KPI management

Change management

Cross-functional collaboration

Problem solving

Analytical skills

Education

Bachelor's degree or equivalent in Business / Supply Chain

Job description

At Quaker Houghton, we are experts in the development, production and application of industrial process fluids, lubricants and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial and manufacturing companies from aerospace and automotive to primary metal and energy. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its associates.

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.
• 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.