Envalior

Team Lead, Customer Service

Envalior

full-time

Posted on:

Origin:  • 🇳🇱 Netherlands

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Job Level

Senior

About the role

  • Act as the vital link between CSRs and customer processes/order management.
  • Ensure customer inquiries are handled efficiently according to guidelines and protocols.
  • Assist CSRs in resolving complex issues and escalate to Customer Service Manager when necessary.
  • Enhance and manage the order-to-cash cycle from order placement to payment collection following internal policies.
  • Identify opportunities and risks in sales planning by analysing customer behaviour.
  • Coordinate tasks with internal and external contacts and report directly to the Customer Service Manager (CSM).
  • Oversee and standardise OTC processes, sustain adherence to guidelines, and conduct ongoing evaluations of process effectiveness.
  • Provide assistance and clarification during uncertain situations and make informed decisions with colleagues or escalate to higher management.

Requirements

  • Lead a sub-team and perform HR-related tasks (hiring initiation, performance reviews).
  • Oversee workload distribution and set priorities.
  • Coach and develop Customer Service Representatives (CSRs) and set clear targets.
  • Monitor and integrate KPIs into daily tasks; investigate root causes and implement countermeasures.
  • Perform weekly accounts receivable analyses and manage high-risk customers in collaboration with sales.
  • Serve as point of contact for internal stakeholders during escalations (production, transport, customer expectations).
  • Conduct team-level sales and consignment stock analyses and propose inventory optimizations.
  • Act as Complaint Processor and substitute for Complaint Coordination when absent.
  • Strong sociability, diplomatic negotiation skills, excellent rhetorical abilities, reliability, attention to detail, and resilience under pressure.
  • In-depth knowledge of relevant programs and processes and specialist knowledge of product range and organizational structure.
  • Proficient use of SAP and MS Office.
  • Strong command of English and German; third language a plus.