Interim Customer Service Team Lead

JP Gray; Dordrecht; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Ownership and autonomy

Hybrid work environment

International exposure

Job summary

JP Gray seeks an Interim Customer Service Team Lead in Dordrecht, Netherlands. You will lead European Customer Service operations in a fast-paced, international B2B environment, stabilising processes and driving order-to-cash excellence.

Responsibilities include coaching the team, handling complex escalations, improving KPIs, and collaborating with Sales, Supply Chain and Operations, while ensuring SAP and Salesforce workflows run smoothly.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years of Customer Service experience within an international B2B environment.
• At least 5 years of leadership experience as Supervisor, Team Lead or Manager.

Responsibilities

• Lead and coach the European Customer Service team.
• Act as the escalation point for complex customer and order issues.
• Drive continuous improvement initiatives across the order-to-cash process.
• Improve service levels, operational performance and customer satisfaction.
• Manage and optimise workflows within SAP and Salesforce.
• Monitor KPIs related to order accuracy, SLA performance and compliance.
• Support onboarding of new customers and business integrations.
• Collaborate with Sales, Operations and Supply Chain stakeholders.
• Support Accounts Receivable activities and Credit Review processes.
• Perform performance reviews and set objectives for team members.

Skills

Leadership

Order management

Cross-border

Communication

Problem solving

Decision making

Education

Bachelor's degree

Tools

SAP

Salesforce

Job description

Interim Customer Service Team Lead

Location: Dordrecht, Netherlands (hybrid)

Hours: Full-time (40 hours)

Contract: Interim Assignment (6 Months)

Languages: English

About the Role

Are you an experienced Customer Service leader who thrives in fast-paced international environments? For a leading organisation in the automotive and industrial solutions sector, we are seeking an Interim Customer Service Supervisor to lead and optimise Customer Service operations across multiple European markets. This role goes beyond day-to-day management. You will play a key role in stabilising operations, improving customer satisfaction and driving operational excellence across the entire order-to-cash process. Working closely with Sales, Supply Chain and Operations, you will help create a more efficient, scalable and customer-focused organisation.

What You'll Do

• Lead and coach the European Customer Service team
• Act as the escalation point for complex customer and order issues
• Drive continuous improvement initiatives across the order-to-cash process
• Improve service levels, operational performance and customer satisfaction
• Manage and optimise workflows within SAP and Salesforce
• Monitor KPIs related to order accuracy, SLA performance and compliance
• Support onboarding of new customers and business integrations
• Collaborate with Sales, Operations and Supply Chain stakeholders
• Support Accounts Receivable activities and Credit Review processes
• Perform performance reviews and set objectives for team members

What You Bring

• Bachelor's degree or equivalent experience
• Minimum 5 years of Customer Service experience within an international B2B environment
• At least 5 years of leadership experience as Supervisor, Team Lead or Manager
• Strong knowledge of order management and customer operations
• Experience managing cross-border processes and stakeholders
• Excellent communication and problem-solving skills
• Ability to make decisions in a dynamic operational environment
• Fluent English language skills

Nice-to-Have Skills

• Automotive industry experience
• Industrial or manufacturing sector background
• Change management experience
• Process improvement methodologies such as Lean or Six Sigma
• Experience within shared service environments

Systems & Tools

• SAP
• Customer Service and Order Management Systems

Benefits & Perks

• Opportunity to make immediate operational impact
• International and dynamic business environment
• High level of ownership and autonomy
• Exposure to complex European operations
• Strategic involvement in operational improvement initiatives
• Collaborative cross-functional stakeholder environment