Benelux Customer Service Leader — Build & Scale

J&T Express; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

J&T Express is seeking a leader to build and scale the Benelux Customer Service function from the ground up, establishing structure, staffing, SOPs and service standards across the Netherlands, Belgium and Luxembourg. The role drives multi-channel support across phone, email, chat and web, while shaping SOPs and escalation processes to ensure consistent service levels.

You will manage relationships with major e-commerce platforms and drive KPI alignment, CSAT goals and performance reporting

Qualifications

• 2+ years of experience in Customer Service, Customer Experience, Logistics Customer Service or E-commerce Customer Service.
• 2+ years of team management experience; building a Customer Service team/function from 0 to 1 is preferred.
• Experience in express delivery, logistics, e-commerce or platform-based businesses is preferred.
• Familiarity with CRM, Ticketing Systems and Customer Service operations.
• Familiarity with key Customer Service metrics such as SLA, CSAT, NPS and FCR.
• Strong analytical, problem-solving and cross-functional collaboration skills.
• Ability to work effectively with Operations, Sales, IT, Finance and other relevant functions.

Responsibilities

• Build the Benelux Customer Service function from 0 to 1, including organizational structure, staffing, SOPs and service standards.
• Establish multi-channel customer service across phone, email, chat and web, with ticketing, escalation and closed-loop processes.
• Manage relationships with Customer Service and Operations teams of Temu, SHEIN, AliExpress and TikTok Shop, while meeting SLAs and KPIs.
• Establish a multilingual, multi-country Benelux CS team and a Key Account Service model for major B2B customers.
• Build end-consumer CS operations covering shipment inquiries, issues, returns and complaints; implement a tiered service model.

Skills

Customer Service

Team Management

Logistics

E-commerce

CRM systems

Analytical skills

Cross-functional collaboration

English communication

Tools

CRM systems

Ticketing systems

Data analysis tools

Job description

J&T Express is seeking a leader to build and scale the Benelux Customer Service function from the ground up, establishing structure, staffing, SOPs and service standards across the Netherlands, Belgium and Luxembourg. The role drives multi-channel support across phone, email, chat and web, while shaping SOPs and escalation processes to ensure consistent service levels.

You will manage relationships with major e-commerce platforms and drive KPI alignment, CSAT goals and performance reporting