Team Leader Customer Service

We always have a place at the table for new talent, so won’t you join us? Our name, What’s Cooking?, is followed by a question mark because we are always curious and open to new ideas. So yes, we are also curious to learn more about you. Are you just as open-minded and enterprising as we are? In that case, we look forward to getting to know you/meeting you. What will you do as Team Leader Customer Service? As Team Leader Customer Service, you will, lead, coach, and support a small team of 5 Customer Service Professionals while actively contributing to daily operational activities yourself. The team that you manage covers the region ‘North’, spanning mainly customers in Belgium, the Netherlands, Germany, Scandinavia, UK, Ireland & Switzerland. You ensure smooth customer service operations, build long-term trust with customers’ operational teams, high customer satisfaction, and work on continuous improvement across processes and ways of working. And you will report to the Group Customer Service manager. Leadership responsibilities Provide direction, coaching, and support to the Customer Service team to achieve high performance and engagement. Build, develop, and strengthen a close-knit, high-performing team with a strong sense of ownership and collaboration. Act as a key internal and external representative of Customer Service, maintaining strong stakeholder relationships. Operational responsibilities Day-to-day order management : Order Entry & Confirmation, Invoice document sending (manual or EDI). Exchange general or customer-specific information like stock lists. Document management for routine exports. Supply Chain Transparency : Providing clients with visibility into their orders, including accurate delivery dates and proactive alerts about any potential stockouts. Providing What’s Cooking supply chain teams with real-time customer information (e.g. promotion progress, customer warehouse closed due to strike, etc.) Logistics complaint handling : Entry in database, first level investigation or escalation towards Logistics dept, answer to customer, initiate credit note and/or invoice to 3PL if applicable, organize returns Inventory Optimization : Work with customers on stock near maximum shelf life. Manage second choice orders. Allocate stock to orders in case of limited availability. Feedback Loop Integration : Gathering client feedback on service level or other operational issues they may experience and channelling those insights for continuous improvement Crisis management : Coordinates the operational and transactional actions in case of recalls (e.g. returns, credit notes, etc.) Penalties : Check if customer invoices for penalties are justified Manage debit/credit proces around returnable packaging when applicable Who are you? You hold a Master’s degree or equivalent through experience. You have 5–10+ years of experience in Customer Service or Supply Chain, preferably with a first experience in a leadership or coordinating role. You are a natural people leader who enjoys coaching, supporting, and developing teams. You are also hands-on and not afraid to dive into operational work when needed. You communicate clearly and effectively at all levels and are fluent in Dutch, English, and French. German is a plus. You are analytical, structured, and solution-oriented, with a strong sense of ownership and accountability. You thrive in a dynamic environment where you balance strategy, coordination, and operational execution. What do we offer? A key role in a stable, innovative, and forward-thinking Belgian food group with strong international presence. A unique combination of hands-on operational impact and team leadership. The autonomy to shape and improve customer service processes and team performance. A warm, informal, and collaborative culture where people genuinely enjoy working together. A competitive salary package with benefits including meal vouchers, hospitalization insurance, and a pension plan. A front-row seat in a company that brings simple, tasty, and sustainable food to consumers and professionals across Europe. Most importantly: a place where you truly belong. Who’s What’s Cooking Group? We are a colourful family of food lovers who are eager to satisfy the appetite for conscious, daily meals. Being an innovative food group, we help people serve simple and tasty meals, like lasagne, pasta, pizza, world cuisine, plant-based and regional dishes. You may already know us from Come a casa®, but we also provide food services to professionals, including hotels or restaurants. For the past 75 years, we have looked at ways of making sustainable consumption a natural daily choice by serving simple and tasty food, prepared with attention to people and planet. We do this with our workforce of 1,650 colleagues, in our Belgian head office, our six industrial plants in Belgium, France, Poland and the UK, and our 5 sales offices. #J-18808-Ljbffr