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Join us on our journey for a better tomorrow.
We believe that people make it happen and with us you are empowered to act!
Are you a logistics professional eager to work on the Supply Chain of the future?
Are you a strong communicator with excellent people skills and a good insight into processes – who wants to make a difference – then this job as Team Leader Customer Care is certainly for you!
You will work with an enthusiastic team of colleagues.
Your employer? Power Tools Distribution (PTD) in Hoeselt.
Due to our agile organizational structure, you quickly gain the responsibility to independently implement your own ideas for improvements within an international environment. Continuously, we will challenge your creativity and common sense because we believe that there is “Always a better way.” You strengthen a young and dynamic team with a strong hands-on mentality.
Your mission
Your mission is to coordinate, follow up, and coach our Customer Care team of around 15 employees, including some project roles. You support a positive and stimulating work atmosphere where your employees can develop. You bridge our global customers and our distribution center in Hoeselt. You work closely and build strong relationships with our customers to deliver customer-oriented solutions. Additionally, you contribute to optimizing our way of working to elevate our customer service to a higher level. You oversee the strategy to drive our organization towards Customer Excellence in all customer contacts.
Your Role
* You ensure that the Customer Care team works effectively and efficiently and can grow to their potential while supporting a positive and stimulating work atmosphere.
* As a team leader, you encourage your team daily to meet the needs of our customers and deliver customer-oriented solutions. From this daily follow-up and pulse meetings, you initiate actions as well as weekly team meetings.
* You are the first escalation level in resolving issues and complaints from our customers.
* You proactively stimulate order management in your team by closely monitoring the daily order book status, anticipating where necessary, and continuously informing customers about what they can expect from us.
* You are close to your customers – understand their processes, and initiate improvements that have a positive impact both on the customers, customer centers, and PTD. You are also responsible for the logistical development of the order handlers in the Customer Centers.
* You lead various initiatives to further optimize internal processes – in line with your Manager's vision. The focus here is on making our way of working more efficient and on further digitizing PTD customer service.
* As Team Leader, you stimulate collaboration within the department and across departmental boundaries.
* You develop, monitor, and analyze KPIs to structurally oversee and improve your activities.
You report to the Customer Care – Transport & Shipping Manager.
Knowledge
* Minimum a Bachelor’s degree, preferably with a logistics background.
* Initial experience as a leader.
* Experience and knowledge of logistics systems (SAP) and processes are necessary.
* Fluent in Dutch and English is a must, knowledge of French or German is a plus.
* You apply The Way We Do Things in your job daily.
What do we expect from you?
* You are a dynamic person who does not shy away from challenges and you have already proven in your current role to elevate the PTD service level.
* The success of the customer is your top priority.
* You possess excellent people skills, recognize the different perspectives and talents of others while sharing your own knowledge and experience.
* You stimulate a sense of urgency and drive in the team to tackle challenges and achieve results.
* You encourage innovative ideas to deliver customer-oriented solutions.
* You are also an absolute team player – and you derive satisfaction from achieving collective goals through your team and the individual development and accomplishments of your team members.
* You are good at building your network and share your own internal and external network of contacts to help others and initiate and implement improvements.
Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.
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