Stroom is looking for a Customer Service Team Leader
About the client
Our client is an internationally active organization operating in an innovative and sustainable sector. From its base in Belgium, it collaborates with clients and colleagues in various international markets. The organization is undergoing rapid growth and is strongly committed to further professionalization, efficient processes, and effective collaboration between different departments. To drive further growth, we are seeking a Customer Service Team Leader on their behalf.
About the job
As a Customer Service Team Leader, you will manage a team of approximately 5 Customer Service Officers and take ownership of the entire order-to-cash process. You will combine people management with a strong operational focus.
- You will lead, coach, and develop the Customer Service team and bring structure to day-to-day operations. You will ensure clear responsibilities, effective collaboration, and high-quality customer service.
- You will oversee the entire order-to-cash process, from order intake and follow-up to delivery, payment, and any escalations. You will actively monitor open orders, backlogs, reserved orders, and payments.
- You are the first point of contact for complex customer inquiries and operational issues, and you ensure that they are resolved correctly and in a timely manner.
- You will work closely with Sales, Country Managers, Supply Chain, and Logistics to ensure a balance between customer expectations, sales targets, available inventory, and operational feasibility.
- You’re not afraid to adjust expectations and set boundaries when necessary, and you take ownership of escalations.
- You monitor KPIs and reports and identify areas for improvement within the Customer Service department.
- You’ll take the lead in process optimization and the continued professional development of Customer Service, and you’ll contribute to the ongoing digitization of processes and systems.
Job requirements
- You have a bachelor’s or master’s degree, preferably in economics, logistics, or business.
- You have at least 4 years of experience in customer service, order management, or a similar operational environment.
- You have experience leading, coaching, or mentoring employees, and you find fulfillment in people management.
- You excel at bringing structure, clarity, and a sense of ownership to a team.
- You have strong analytical skills and can quickly switch between different priorities and stakeholders.
- You have strong communication skills and know how to manage expectations in a constructive way, even when you need to make adjustments.
- You have a good understanding of ERP and/or CRM systems.
- You have an excellent command of English and Dutch, both written and spoken.
What we offer
- You have a bachelor’s or master’s degree, preferably in economics, logistics, or business.
- You have at least 4 years of experience in customer service, order management, or a similar operational environment.
- You have experience leading, coaching, or mentoring employees, and you find fulfillment in people management.
- You excel at bringing structure, clarity, and a sense of ownership to a team.
- You have an analytical mind and can quickly switch between different priorities and stakeholders.
- You have strong communication skills and know how to manage expectations in a constructive way, even when you need to make adjustments.
- You have a good understanding of ERP and/or CRM systems.
- You have an excellent command of English and Dutch, both written and spoken.
Interested? Apply now!
Lara Lauwers
Business Consultant
