Customer Service Teamlead BeNeLux

Were looking for a Team 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. Youll report directly to the Customer Service & Logistics Manager BeNeLux.

Team Leadership & Development

• 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.

Customer & Stakeholder Collaboration

• 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 Peets 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 youre brimming with an entrepreneurial spirit and a drive to succeed youll fit right in at JDE Peets.

For this role were looking for someone who has the following skills and experience:

• Bachelor degree & equivalent work 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 :

Your application at JDE Peets 
If you are interested in this career opportunity at JDE Peets apply and join us. After receiving your application we will do our utmost to give you quick feedback. Part of the recruitment procedure at JDE Peets would be an online assessment followed by interviews. A pre-employment check can be part of the recruitment process. 

Our DE&I Statement 

At JDE Peets 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 Peets - now part of Keurig Dr Pepper is the worlds 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: Peets LOR and our 10 strategically selected local icons led by Jacobs.

Remote Work :

No

Employment Type :

Full-time