Customer Service Manager

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

Coverage: Netherlands, Belgium & Luxembourg

Key Responsibilities

1. Build the Benelux Customer Service Function

Responsible for building the J&T Express 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, as well as ticketing, complaint handling, escalation and closed-loop processes, ensuring consistent Customer Service standards across the Benelux region.

2. Customer Service for Chinese Cross-border E-commerce Platforms

Manage relationships with Customer Service and Operations teams of major e-commerce platforms such as Temu, SHEIN, AliExpress and TikTok Shop. Handle shipment inquiries, delays, lost or damaged parcels, returns, POD (Proof of Delivery), platform complaints and large-scale incidents, while managing platform SLAs and KPIs.

3. Local B2B Customer Service

Establish a Key Account Service model for major B2B customers across the Netherlands, Belgium and Luxembourg. Responsible for daily communication, service reports, KPI reviews, customer complaints and major incidents, while driving customer feedback and service improvements.

4. Build Consumer Customer Service Operations

Build the end-consumer Customer Service function covering shipment inquiries, delivery issues, address changes, non-receipt, lost or damaged parcels, returns and complaints. Gradually establish a multi-level service model based on business needs: Self-service - Chatbot - Agent - Escalation.

Establish a standardized Complaint & Escalation mechanism and drive issue resolution across Customer Service, Operations, Depots/Drivers and Management. Focus on Lost Parcel, Damaged Parcel, Delayed Parcel, Failed Delivery and Wrong Delivery cases, and use Customer Service data to identify and address operational root causes.

6. SLA & Customer Service KPI Management

Establish and continuously optimize key Customer Service KPIs, including First Response Time, Resolution Time, CSAT, Complaint Rate, Contact Rate, FCR, Escalation Rate, Backlog, Chat/Email Response Time and Call Abandonment Rate. Provide regular Customer Service Performance Reports to management.

7. Data Analysis & Service Improvement

Use Customer Service data to identify operational issues across depots, routes, delivery processes and e-commerce platforms. Analyze complaint and incident trends and work with relevant departments to improve service quality and operational processes.

8. Team Building & Management

Responsible for recruitment, training, workforce scheduling, performance management, service quality management and talent development within the Customer Service team. Gradually build a multilingual Customer Service team across the Benelux region in line with business growth.

Key Objectives

• Build a stable and efficient Benelux Customer Service function from 0 to 1;
• Ensure SLA and service requirements of key e-commerce platforms are met;
• Reduce customer complaints and improve incident resolution efficiency;
• Improve customer satisfaction and the service experience of key accounts;
• Use Customer Service data to drive continuous operational improvement.

Requirements

• 2+ years of experience in Customer Service, Customer Experience, Logistics Customer Service or E-commerce Customer Service;
• 2+ years of team management experience; 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.

Language Requirements

• English: Fluent and suitable for daily business communication;
• Dutch / French / Chinese: Proficiency in one or more is preferred.

Preferred Background

Experience with logistics companies such as DHL, DPD, PostNL, GLS, UPS or FedEx, or e-commerce platforms such as Amazon, Temu, SHEIN or AliExpress is preferred. Candidates with experience in large-scale cross-border e-commerce logistics Customer Service, multi-country European Customer Service management, or building a Benelux Customer Service function from 0 to 1 will be highly valued.