Post‑Purchase Experience Lead, Customer Service & Ops

PME Legend - HQ; Lijnden; On-site; EUR 70,000 - 90,000; Full time

Job summary

PME Legend - HQ is seeking a Team Lead Customer Service & Operations to steer the Customer Service team and own the end-to-end post-purchase journey. You will drive excellence, implement improvements and apply technology-enabled solutions to enhance satisfaction, efficiency and delivery quality.

The role partners with E-commerce, Supply Chain, Logistics, IT, Finance and external partners to reduce customer effort, monitor KPIs, and foster a proactive, customer-centric operation.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 7+ years in customer service or e-commerce roles.
• 1–2 years in a leadership or supervisory role.
• Experience with delivery, fulfillment and returns in e-commerce is advantageous.

Responsibilities

• Lead and develop the Customer Service team and post-purchase specialists.
• Set and uphold standards for omnichannel customer service across channels.
• Own end-to-end post-purchase experience from order to returns and refunds.
• Monitor delivery performance and collaborate with Supply Chain and Logistics.
• Oversee returns, refunds and exchanges with efficiency.
• Define and report KPIs and SLAs; drive improvements.
• Collaborate cross-functionally with E-commerce, IT, Finance and partners.
• Manage external partners to ensure quality.
• Provide training and coaching based on performance trends.
• Lead projects to redesign processes, implement tools and automation.

Skills

People's Management

Customer & Journey Focus

Operational Ownership

Analytical & Problem-Solving Skills

Cross-Functional Leadership

Communication Skills

Adaptability & Change Leadership

Education

Bachelor's degree or equivalent in related field

Tools

Microsoft Office Suite

Customer service software

Order management systems

E-commerce platforms

Job description

PME Legend - HQ is seeking a Team Lead Customer Service & Operations to steer the Customer Service team and own the end-to-end post-purchase journey. You will drive excellence, implement improvements and apply technology-enabled solutions to enhance satisfaction, efficiency and delivery quality.

The role partners with E-commerce, Supply Chain, Logistics, IT, Finance and external partners to reduce customer effort, monitor KPIs, and foster a proactive, customer-centric operation.