Customer service teamlead

• key responsibilities
• Lead the customer service (CS) teamwork in processing customer orders efficiently, diligently and with quality, including all steps (eg order entry in various systems, transmission to LSP, shipment follow-up and invoicing, filing and handling complaints, returns and other administration tasks)
• Monitors the daily workloads of team members, assign extra tasks to team members and organize/review workload and customer allocation
• Organize staff permanence (presence outside of standard hours/days) and holiday/telework
• Lead and/or assist on projects in which the CS function needs to collaborate
• Support Customer service team members in their work, providing direction and advice on how to best perform their tasks or manage special situations
• Provide training where relevant and seek support from hierarchy in order to upskill the team members whenever appropriate
• Whenever needed, act as back-up to the CS Specialist(s) in tasks that cannot be handled by other team member(s)
• Coordinating with other departments to ensure that CS issues are resolved quickly and efficiently.
• Support the integration of the CS activities by embedding tiered IMEx processes and supply ecosystems.
• qualifications
• You have a relevant bachelor's or master's degree, preferably in an economic or logistics direction.
• You have demonstrable management experience within a customer service environment, ideally in the pharmaceutical sector or another highly regulated industry.You have an excellent knowledge of order processing processes and relevant administrative procedures.
• Experience with EDI systems (such as PET, Basware, Orone) is a strong plus.You have strong communication skills, both verbally and in writing, in Dutch and English. Knowledge of French is an advantage.
• You are customer-oriented, proactive and solution-oriented.You are accurate, organized and have a strong sense of responsibility.
• You are a team player with strong people management skills and the ability to motivate and develop your team.You are familiar with MS Office applications. Knowledge of SAP is a plus.
• You are willing to delve into the specific regulations and procedures within the pharmaceutical industry.

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