Customer Service Teamlead BeNeLux

JDE Peet's; Belgique; On-site; USD 86,000 - 127,000; Full time

Job summary

Team Lead Customer Service BeNeLux at JDE Peet’s will lead and develop the operational CS team, including Telesales, across BeNeLux. You will ensure orders are managed, operational plans executed and KPIs met, reporting to the CS & Logistics Manager BeNeLux.

You will coach the team, drive continuous improvement, and collaborate with Sales, Supply Chain and Key Accounts to deliver best-in-class service. Travel to Utrecht or Brussels twice per month is required.

Qualifications

• Minimum 5 years in supply chain or customer service
• People management ambition to lead a team
• Experience in Order-to-Cash processes
• ERP systems experience (SAP and/or Salesforce)
• Knowledge of EDI systems
• Strong data analysis and reporting skills
• Excellent customer focus and service orientation
• Willingness to travel to Utrecht or Brussels twice monthly
• Fluent in English and Dutch and/or French

Responsibilities

• Lead, coach and develop the Customer Service team with clear priorities, targets and performance expectations
• Foster a feedback culture and support talent growth
• Allocate resources and step in operationally to ensure service continuity
• Collaborate with KAMs and customers to align on service levels
• Drive operational excellence and performance management through KPIs and reviews
• Lead customer meetings to review Supply Chain performance and improvement initiatives
• Contribute to cross-functional initiatives (VMI, forecast, supplier changes)
• Ensure interfaces between Customer Service, Supply Chain and Commercial teams

Skills

Supply chain experience

People management

O2C processes

ERP systems (SAP/Salesforce)

EDI systems

Data analysis & reporting

Customer focus & service

Travel readiness (Utrecht/Brussels)

Languages: English/Dutch/French

Tools

SAP

Salesforce

Job description

We’re looking for aTeam Lead Customer Service BeNeLux. The Team lead Customer Service Benelux leads and develops the operational customer service team, including Telesales. The team consists of customer service specialists and coordinators. This role ensures customer orders are managed, operational plans executed and excellent customer service is provided focusing on KPIs. You'll report directly to theCustomer Service & Logistics Manager BeNeLux.

• Lead, coach and develop the Customer Service team by setting clear priorities, targets and performance expectations.
• Foster a strong feedback and performance culture, supporting continuous development and talent growth.
• Allocate resources effectively and step in operationally when needed to ensure service continuity.
• Support the creation and effective functioning of a unified CS Retail BNL organization.

Operational Excellence & Performance Management

• Ensure daily operational execution aligned with customer requirements and internal standards
• Drive the “Perfect Order” ambition (First Time Right, zero-touch order, predictability).
• Monitor performance through data analysis, KPIs, and participation in daily/weekly performance reviews.
• Lead root cause analysis, continuous improvement and preventive actions using SCOS standards and tools.
• Deploy and continuously improve customer service procedures, policies and ways of working.
• Act as the operational point of contact for key accounts, collaborating closely with KAMs and customers.
• Lead customer meetings to review Supply Chain performance and improvement initiatives.
• Contribute to activities from joint initiatives (like VMI, promo forecasting, mergers, customers network changes, others), under supervision of the customer collaboration lead
• Align and educate customers and internal stakeholders on service levels, expectations and ways of working.
• Ensure effective interfaces between Customer Service, Supply Chain and Commercial teams.

Strategic Contribution & Continuous Improvement

• Provide input into customer collaboration strategies, trade terms, business cases and customer business plans.
• Drive innovation, adoption of new technologies and best practices within Customer Service.
• Support development of Supply Chain capabilities and contribute to global standards and future ways of working.
• Work with the Customer Service Manager BNL to build and deliver annual plans aligned with AOP and SC objectives.
• Provide input to Supply Chain reviews, management meetings and strategic planning cycles.
• Support initiatives to reduce CO₂ emissions across the Supply Chain and engage customers on sustainability efforts.
• Contribute to Supply Chain VCP development.

Qualifications

Working at JDE Peet’s is hands-on, giving you an opportunity to leave your mark. We are a fast-paced company on a mission. Our focus demands high-energy people who think fast and act quickly. If you have the courage and confidence to venture into new cultures & territories, and you're brimming with an entrepreneurial spirit and a drive to succeed, you’ll fit right in at JDE Peet’s.

For this role we’re looking for someone who has the following skills and experience:

• Min 5 years of relevant experience in supply chain, customer service;
• People Management experience are the ambition to become a people manager;
• Knowledge of and experience in Order to Cash processes;
• High level ERP skills and experience working with ERP systems in a Customer services environment (preferably SAP and/or Salesforce);
• Understanding of EDI systems;
• Good data analysis and reporting skills;
• High level Customer Focus and excellent Customer Service skills.
• Willingness to travel to Utrecht or Brussels 2 times per month
• Fluent in English and Dutch and/or French

Additional Information

Our DE&I Statement

At JDE Peet’s we aim to create a better future where we authentically serve, reflect and embrace everyone. We believe in fostering a more diverse, equitable and inclusive organisation where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discrimination on the basis of our race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or any other trait protected by law.

Throughout the entire employee lifecycle, we place DE&I at the core of our people processes. This enables us to drive objectivity and eliminate any potential bias, ensuring an inclusive experience in the workplace. Do not hesitate to reach out if you require any reasonable adjustments to the recruitment process.

Our efforts on this agenda have earned us the prestigious Catalyst Award, as well as the Fair Pay Leader Certification in 2025 thanks to an unexplained gender pay gap of 0.52%.

#unleashyourpossibility #acupofamazing

JDE Peet’s - now part of Keurig Dr Pepper – is the world’s leading pure-play coffee company, with a presence in more than 100 markets. Guided by our ‘Reignite the Amazing’ strategy, we are focused on brand-led growth across three big bets: Peet’s, L’OR, and our 10 strategically selected local icons led by Jacobs.

Company Description

Who we are?

We are JDE Peet’s. We craft coffee for every cup and build brands for every heart.

JDE Peet’s - now part of Keurig Dr Pepper – is the world’s leading pure-play coffee company, with a presence in more than 100 markets. Guided by our ‘Reignite the Amazing’ strategy, we are focused on brand-led growth across three big bets: Peet’s, L’OR, and our 10 strategically selected local icons led by Jacobs. In 2025, JDE Peet’s generated total sales of EUR 9.9 billion and employed a global workforce of more than 21,000 employees. Discover more about our journey to deliver a coffee for every cup and a brand for every heart at www.jdepeets.com .

What’s it like to work at JDE Peet’s?

We believe amazing things happen over a cup of coffee. Together, we create those moments every day, turning ideas into impact and possibilities into reality. At JDE Peet’s, we work as one team guided by our values: we Dare to Amaze, Own It, Make It Simple, and Win Together. Here, you’ll find the freedom to innovate, the courage to take bold steps, and the support to grow your career in a global environment.

Come join our team and discover what your cup of amazing can be!