Customer Service Teamlead BeNeLux

Jacobs Douwe Egberts UK; Utrecht; On-site; EUR 70,000 - 90,000; Full time

Job summary

JDE Peet’s in the BeNeLux region seeks a Customer Service Teamlead BeNeLux to lead and develop the operational CS team, including Telesales, ensuring orders are managed and KPI targets are met. You’ll report to the Customer Service & Logistics Manager BeNeLux and work closely with KAMs and customers to align service levels.

The role emphasizes leadership, process improvement, and cross-functional collaboration across CS, Supply Chain and Commercial teams in a fast-paced environment.

Qualifications

• Bachelor degree or equivalent work experience.
• Min 5 years in supply chain or customer service.
• People management experience or the ambition to become a people manager.
• Knowledge of Order to Cash processes.
• ERP systems expertise (SAP and/or Salesforce).
• Willingness to travel to Utrecht or Brussels 2 times per month.
• Fluent in English and Dutch and/or French.

Responsibilities

• Lead, coach and develop the Customer Service team by setting clear priorities, targets and performance expectations.
• Foster a strong feedback and performance culture, supporting continuous development and talent growth.
• Allocate resources effectively and step in operationally when needed to ensure service continuity.
• Support the creation and effective functioning of a unified CS Retail BeNeLux organization.
• Provide input to customer collaboration strategies and business plans.
• Drive innovation and adoption of new technologies within Customer Service.

Skills

People management

Data analysis

Customer service excellence

Travel readiness

Education

Bachelor degree or equivalent

Tools

SAP

Salesforce

ERP systems

EDI systems

Job description

We’re looking for a Customer Service Teamlead BeNeLux. The Team lead Customer Service Benelux leads and develops the operational customer service team, including Telesales. The team consists of customer service specialists and coordinators. This role ensures customer orders are managed, operational plans executed and excellent customer service is provided focusing on KPIs. You'll report directly to the Customer Service & Logistics Manager BeNeLux.

• Supply Chain
• Utrecht
• Full-time
• Belgium

Job Description

Team Leadership & Development

• Lead, coach and develop the Customer Service team by setting clear priorities, targets and performance expectations.
• Foster a strong feedback and performance culture, supporting continuous development and talent growth.
• Allocate resources effectively and step in operationally when needed to ensure service continuity.
• Support the creation and effective functioning of a unified CS Retail BNL organization.

Operational Excellence & Performance Management

• Ensure daily operational execution aligned with customer requirements and internal standards
• Drive the “Perfect Order” ambition (First Time Right, zero-touch order, predictability).
• Monitor performance through data analysis, KPIs, and participation in daily/weekly performance reviews.
• Lead root cause analysis, continuous improvement and preventive actions using SCOS standards and tools.
• Deploy and continuously improve customer service procedures, policies and ways of working.

Customer & Stakeholder Collaboration

• Act as the operational point of contact for key accounts, collaborating closely with KAMs and customers.
• Lead customer meetings to review Supply Chain performance and improvement initiatives.
• Contribute to activities from joint initiatives (like VMI, promo forecasting, mergers, customers network changes, others), under supervision of the customer collaboration lead
• Align and educate customers and internal stakeholders on service levels, expectations and ways of working.
• Ensure effective interfaces between Customer Service, Supply Chain and Commercial teams.

Strategic Contribution & Continuous Improvement

• Provide input into customer collaboration strategies, trade terms, business cases and customer business plans.
• Drive innovation, adoption of new technologies and best practices within Customer Service.
• Support development of Supply Chain capabilities and contribute to global standards and future ways of working.
• Work with the Customer Service Manager BNL to build and deliver annual plans aligned with AOP and SC objectives.
• Provide input to Supply Chain reviews, management meetings and strategic planning cycles.
• Support initiatives to reduce CO₂ emissions across the Supply Chain and engage customers on sustainability efforts.
• Contribute to Supply Chain VCP development.

Qualifications

Working at JDE Peet’s is hands-on, giving you an opportunity to leave your mark. We are a fast-paced company on a mission. Our focus demands high-energy people who think fast and act quickly. If you have the courage and confidence to venture into new cultures & territories, and you're brimming with an entrepreneurial spirit and a drive to succeed, you’ll fit right in at JDE Peet’s.

For this role we’re looking for someone who has the following skills and experience:

• Bachelor degree & equivalent work experience.
• Min 5 years of relevant experience in supply chain, customer service;
• People Management experience are the ambition to become a people manager;
• Knowledge of and experience in Order to Cash processes;
• High level ERP skills and experience working with ERP systems in a Customer services environment (preferably SAP and/or Salesforce);
• Understanding of EDI systems;
• Good data analysis and reporting skills;
• High level Customer Focus and excellent Customer Service skills.
• Willingness to travel to Utrecht or Brussels 2 times per month
• Fluent in English and Dutch and/or French

Company Description

What’s it like to work at JDE Peet’s?

We believe amazing things happen over a cup of coffee. Together, we create those moments every day, turning ideas into impact and possibilities into reality. At JDE Peet’s, we work as one team guided by our values: we Dare to Amaze, Own It, Make It Simple, and Win Together. Here, you’ll find the freedom to innovate, the courage to take bold steps, and the support to grow your career in a global environment.