EMEA Customer Service Lead – Hybrid, 12-Month Contract

Quaker Houghton; Uithoorn; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Pension

Wellbeing initiatives

Continuous learning

Career growth

DEI initiatives

Job summary

Quaker Houghton is seeking a Customer Service Supervisor to join the EMEA team on a 12-month fixed-term contract (maternity cover). You will lead a team of six CS Representatives across the Netherlands and Germany, driving excellent customer service while collaborating with Supply Chain, Manufacturing, Sales and Finance.

You will report to the EMEA CS Senior Manager, oversee day-to-day operations, support escalations, monitor KPIs and drive continuous improvement in a fast-paced international

Qualifications

• Experience in manufacturing, chemicals or related industrial products.
• Experience leading teams with direct people management.
• Proven success driving process improvements, automation or customer service transformation.
• Experience managing escalations, KPI performance and cross-functional stakeholder relationships.
• Bachelor's degree or equivalent in Business, Supply Chain, Operations or 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.

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.

Skills

Team leadership

KPI management

Problem solving

Customer focus

Education

Bachelor's degree

Job description

Quaker Houghton is seeking a Customer Service Supervisor to join the EMEA team on a 12-month fixed-term contract (maternity cover). You will lead a team of six CS Representatives across the Netherlands and Germany, driving excellent customer service while collaborating with Supply Chain, Manufacturing, Sales and Finance.

You will report to the EMEA CS Senior Manager, oversee day-to-day operations, support escalations, monitor KPIs and drive continuous improvement in a fast-paced international