Customer Service Team Lead

Function

As Team Lead, Customer Service – Logistics You will combine operational customer service with people management. You will mainly be based in Erpe-Mere and commute to the Kortrijk branch as required. You will spend around half your time actively involved in day-to-day customer service; the other half will be spent guiding, coaching and developing a team of five staff members. You will act as the link between customers, customer service, dispatching, planning and other internal departments.

In this varied role, your responsibilities will include the following:

• Draw up, enter and closely monitor transport orders from both a commercial and administrative perspective.
• Provide professional customer service to clients throughout the entire order process, via telephone and email.
• Communicate proactively about changes, delays, loading and unloading arrangements, and other transport information.
• Booking orders, communicating rates and correctly processing relevant data in the TMS system.
• Record complaints and pass on the necessary information to the accounts department.
• Provide the dispatch team with transport information in a timely and comprehensive manner.
• Managing, motivating and coaching a team of five customer service staff.
• Monitor the day-to-day operations, quality and efficiency of the customer service team.
• To train and mentor new and existing staff in procedures, systems and customer-focused communication.
• Conducting appraisal and follow-up meetings, identifying training needs and contributing to the development of team members.
• Encourage the smooth flow of information and cooperation between customer service, dispatching and other departments.
• Contribute to improving processes, working arrangements and procedures.

Profile

For this role, we are looking for an experienced and customer-focused professional who can combine logistics expertise with a clear, supportive leadership style. You enjoy getting involved in day-to-day operations, maintain a broad overview in a dynamic environment, and know how to guide a team in a committed and results-oriented manner.

• You have at least five years’ relevant experience in logistics customer service, transport administration or a similar role.
• You have experience of managing, coaching or mentoring staff.
• You have a good understanding of logistics processes, transport planning and order tracking.
• You communicate fluently and professionally in Dutch, French and English, both verbally and in writing.
• Ideally, you will have a bachelor’s degree, for example in logistics, transport, business management or a related field; equivalent experience is also valuable.
• You excel at communicating with customers and maintain a professional demeanour even in the face of changes, delays or complaints.
• You work accurately, are well-organised and work independently, and are able to set priorities with ease.
• You take the initiative, identify bottlenecks in good time and actively contribute ideas for practical solutions.
• You are able to cope well under pressure and can juggle a variety of operational and managerial responsibilities.
• You have a good knowledge of MS Office; experience with a TMS system is a significant advantage.
• You are willing to commute regularly between Erpe-Mere and Kortrijk.

Organisation

You will be joining a medium-sized Belgian transport and logistics organisation that specialises in groupage transport to and from France and the United Kingdom.

Offer

You will be offered a full-time role of 37 hours per week within a growing logistics SME, with opportunities for responsibility, variety and professional development. Working hours fall within the 8.00 am to 5.30 pm time slot. You can expect a competitive gross salary, commensurate with your knowledge and experience, supplemented by an attractive package of fringe benefits:

• Meal vouchers from €9 per day worked.
• Hospitalisation insurance.
• Group insurance.
• Eco-vouchers.
• Bonus system.
• Ongoing training and on-the-job training.
• A role offering genuine responsibility and opportunities for further development.
• A pleasant working environment with a close-knit team and short lines of communication.