Senior Customer Service Lead - Logistics

Rhenus SE & Co. KG; Tilburg; On-site; EUR 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Pension plan

Flex budget

Career development

Job summary

Rhenus Warehousing Solutions in Tilburg is seeking a Senior Customer Service Employee to own daily CS operations, guide colleagues and safeguard service levels. You will act as the primary escalation point, coordinate with Operations, Transport and Account Management, and drive improvements for customer processes from the CS team.

You will lead daily/weekly customer contact, maintain knowledge resources, and report on KPI performance while aligning with internal partners.

Qualifications

• Experienced Customer Service professional.
• Ability to guide colleagues and manage workflows.
• Strong communication with internal stakeholders.

Responsibilities

• Support and guide CS colleagues in daily operations to keep tasks running smoothly.
• Act as the first escalation point for questions, incidents and complaints.
• Monitor issues and identify improvements.
• Provide customers with accurate information and lead regular contact such as daily/weekly calls and reviews.
• Organize priorities and monitor workload to safeguard service level.
• Keep processes and knowledge up to date and share with the team.
• Translate customer signals into improvement opportunities and involve relevant teams.
• Prepare and maintain customer support information and routine reports.

Skills

Customer service

Communication

Team guidance

Job description

Rhenus Warehousing Solutions in Tilburg is seeking a Senior Customer Service Employee to own daily CS operations, guide colleagues and safeguard service levels. You will act as the primary escalation point, coordinate with Operations, Transport and Account Management, and drive improvements for customer processes from the CS team.

You will lead daily/weekly customer contact, maintain knowledge resources, and report on KPI performance while aligning with internal partners.