Team Leadership & Development

• Lead and develop the Customer Service team to achieve SLA, KPI, and customer experience targets.

• Build team capability through coaching, training, and knowledge sharing.

• Foster a culture of accountability, ownership, and continuous improvement.

Order & Service Operations

• Oversee end-to-end order management, including quotations, orders, invoicing, and customer inquiries.

• Ensure accurate, timely service delivery through close coordination with Finance and Logistics.

• Maintain compliance with service processes and customer requirements.

Performance & Continuous Improvement

• Monitor service performance, customer feedback, and operational metrics to drive improvements.

• Manage service escalations and implement corrective actions.

• Improve efficiency, customer satisfaction, and service quality.

Cross-Functional Collaboration

• Partner with Sales, Finance, Logistics, Marketing, and Corporate teams to deliver seamless customer service.

• Act as the primary liaison between customers, KAMs, and internal stakeholders to resolve critical issues.

Systems & Digital Transformation

• Utilize SAP, Genesys, Zendesk, and related systems to support service operations.

• Drive adoption of digital solutions, including Webshop and PunchOut.

• Support automation, system enhancements, and continuous process improvement.

Qualification

• Bachelor's degree in any related field.

• Minimum 5 years of experience in customer service or operations, with at least 2 years in a supervisory or team leadership role, preferably in a B2B or corporate account environment.

• Excellent people management, coaching, and performance development skills, with a focus on team engagement and continuous improvement.

• Strong command of English (both written and spoken) for effective communication with international stakeholders and Group functions.

• Proven ability to manage order-to-cash processes, including order handling, invoicing, and issue resolution.

• Hands-on experience with core systems such as SAP, Zendesk, and Genesys is required.

• Experience with Microsoft Dynamics will be considered an advantage.

• Strong analytical, problem-solving, and decision-making abilities, with a track record of improving service standards.

• Ability to work in a fast-paced, cross-functional environment, managing multiple priorities with a customer-first mindset.