Customer Service Representative Team Lead

Customer Service Team Lead – Industrial Environment

💼 Full-time | Hybrid | Mid-Senior level

We are looking for an experienced Customer Service Team Lead to lead and develop our Customer Service team in a fast-paced industrial environment.

This role combines people management, operational excellence, process improvement and cross-functional coordination. You will act as a key point of contact for the team and work closely with Finance, Supply Chain and other internal stakeholders to ensure strong customer service performance and reliable execution.

As Customer Service Team Lead, you will be responsible for:

The role is approximately 70% operational and 30% leadership, combining hands-on involvement in daily Customer Service activities with team management, coaching and development.

• Lead, coach and develop the Customer Service team, including onboarding, training and performance management.
• Organise team responsibilities, market allocation and backup coverage to ensure business continuity.
• Act as the main point of contact for complex CSR-related matters and ensure a high level of customer service.
• Ensure accurate customer and order data in SAP, while driving process standardisation and continuous improvement.
• Monitor key operational and commercial topics, including invoicing, transport costs, overdue accounts, forecasts, margins and backlog.
• Work closely with Finance and Supply Chain to align priorities, lead times and customer commitments.
• Contribute to the continuous improvement of processes, procedures, tools and systems across the region.

What we're looking for:

• 5–10 years of team management experience.
• Proven experience leading a Customer Service / Customer Success team.
• Strong experience with SAP.
• Fluent in French and English.
• Strong people management and communication skills.
• Ability to manage priorities, resolve operational issues and support the team in complex situations.
• Experience working cross-functionally
• Experience in an industrial or manufacturing environment.
• Ability to work in a structured and data-driven way while maintaining a strong customer focus.
• Candidates should ideally live within approximately one hour of Liège.
• Experience with overdue management, compliance and commercial risk monitoring.
• Experience preparing forecasts and management reports.

Nice to have:

• German is a plus.

The position is based in Liège, Belgium, with a hybrid working model.

If you are an experienced Customer Service leader who enjoys developing teams, improving processes and working across functions to deliver a strong customer experience, we would be interested in hearing from you.