Senior Customer Service Lead – Logistics & Process Improvement

Rhenus SE & Co. KG; Netherlands; Remote; EUR 52,000 - 68,000; Full time

Benefits offered by this job

Pension plan

Fringe benefits

Flexible budget

Development opportunities

Tilburg office location

Job summary

Rhenus Warehousing Solutions Tilburg is seeking an experienced Senior Customer Service Employee who will lead the Customer Service team, guide daily operations, and ensure a balanced workload while safeguarding service levels.

You will be the first escalation point for customer questions, coordinate with Operations, Transport, and Account Management, and drive improvements to customer processes through proactive, data-driven actions.

Responsibilities

• Support and guide Customer Service colleagues in daily operations.
• Act as first escalation point for questions, incidents and complaints.
• Monitor customer issues and identify recurring challenges.
• Provide customers with accurate information and lead regular contacts (MBRs).
• Organize daily priorities to reduce risks and maintain service levels.
• Keep processes, knowledge and work instructions up to date.
• Translate customer signals into improvement opportunities with involved departments.
• Prepare and maintain customer support information and routine reports.

Job description

Rhenus Warehousing Solutions Tilburg is seeking an experienced Senior Customer Service Employee who will lead the Customer Service team, guide daily operations, and ensure a balanced workload while safeguarding service levels.

You will be the first escalation point for customer questions, coordinate with Operations, Transport, and Account Management, and drive improvements to customer processes through proactive, data-driven actions.