Customer Service Manager

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Lead, mentor, and develop a diverse team of customer service representatives catering to clients in the Benelux, Germany, and Nordic regions.

• Supervise daily customer service operations, ensuring that inquiries and order-related issues are handled accurately, efficiently, and with professionalism.

• Establish clear team objectives and deliver consistent feedback, coaching, and support.

• Monitor service levels, workload, productivity, quality, and other key performance indicators.

• Manage workforce planning and resource allocation effectively.

• Foster an inclusive, collaborative, and customer-centric team culture.

• Serve as the main escalation point for complex or sensitive customer service issues.

• Collaborate with Sales, Finance, Warehouse Operations, and Technical Support teams.

• Identify opportunities for enhancing processes, service delivery, and the overall customer journey.

• Communicate operational updates, priorities, risks, and performance insights with stakeholders.

• Ensure that activities adhere to internal procedures, quality standards, and relevant policies.

⛳️ Requirements

• Prior experience in leading or supervising a customer service, customer operations, or order management team.

• Strong leadership capabilities, with a background in coaching employees, managing performance, and facilitating professional growth.

• A genuine commitment to providing an outstanding customer experience.

• Robust operational management skills, including the ability to prioritize tasks, allocate resources, and maintain service quality in a dynamic environment.

• Experience in managing escalations and resolving intricate customer or order-related challenges.

• Exceptional communication and interpersonal skills, with the capacity to build trusted relationships across various teams and functions.

• A collaborative mindset and experience working with teams such as Sales, Finance, Warehouse Operations, Supply Chain, or Technical Support.

• Strong problem-solving and decision-making abilities, with a practical and solutions-oriented approach.

• Good analytical skills and the capability to utilize performance data to identify trends, risks, and opportunities for improvement.

• Professional fluency in English.

• Experience with CRM, customer service, ERP, or order management systems is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• A collaborative and inclusive work environment.

• Flexible working arrangements.