As a Customer Support Team Leader you are responsible for coordinating a medium-size team of Customer Support Representatives (CSR) and overseeing the order to invoice process to meet all related goals and objectives of both, the company and the Customer. Team Leader ensures and further develops the right service level to our customers in line with the company goals.

What you’ll be doing:

• Fully coordinates customer support services from order to delivery and billing, handling specific customer types or project businesses that may involve multiple product lines.
• Manages pre-sales and post-sales services with a medium-sized Customer Support team.
Supports company Health & Safety rules and sets a leading example for the team.
• Leads the development of direct reports through regular one-on-ones, performance observation, coaching, training, performance evaluations, and quarterly discussions.
• Generates and analyzes KPIs related to business performance, identifies areas for improvement, and allocates resources accordingly.
• Manages customer backlog changes and business dynamics, such as price increases, sales volume fluctuations, and product-specific issues.
• Utilizes CIF tools to coordinate the CSR team and supports CI and training activities to ensure business continuity.
• Works closely with other departments like import/export, supply chain, and master data management, ensuring smooth communication about weekly performance with CSOs and Sales Account Managers.
• Participates in recruitment initiatives as needed.
• Conducts monthly meetings to manage the organizational chart, improve efficiencies, streamline processes, and identify redundant tasks.
• Provides KPI and SLA metrics to the Cluster Manager, adjusts resources, and recommends changes to achieve SLA targets and high customer satisfaction.
• Develops corrective action plans when SLA and KPI goals are not met and sets performance improvement goals for the team.
• Holds daily accountability calls with team members and CI & Training Senior.
• Assists team members with escalations and customer communications when necessary.
• Ensures the operations team adheres to company rules and work ethics.

What you need to have:

• Bachelor’s degree (BS/BA) from an accredited institution or equivalent professional degree
• Strong English and Dutch language capabilities
• 3-5 year of Customer Service experience

Technical knowledge:
• Basic Microsoft Office. Good practical knowledge on ERP -- SAP; e-Commerce; CIF (Continuous Improvement Framework); Case Mgmt.; new tools in future also includes CPQ; Sales Force; EQMS compliance

Soft skills:
• Understanding of Health & Safety rules; Negotiation Skills, Excellent Communication (Written and Verbal) and interpersonal skills,
• Strong Customer Service Skills, Ability to build and maintain positive customer relationships, Drive for results and collaborative style, Demonstrated ability to take ownership of an assignment and customer satisfaction, Strong people management skills; Problem Solving techniques; Digital mindset

What we offer:

• Benefits packages
• Challenging projects in dynamic collaborative team
• Flexible working solutions (home office)
• Learning and development opportunities
• Internal promotions
• Reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies.