Customer Service Lead - Netherlands

Job Title - Customer Service Lead 

Hours - Full Time

Location - Waalre, Netherlands

About the Role
Join our Planning & Fulfilment team as a Customer Service Lead, where you'll support our business in selling products worldwide efficiently and on time. Customer Service is a masterpiece of STG's Integrated end-to-end Supply Chain. In STG's consumer-centric approach, the high value lies in customer experience. You will be a part of the Planning & Fulfilment team and report directly to the Customer Service Senior Manager

What can you expect as a Customer Service Lead at Scandinavian Tobacco Group?
This role involves managing an international team of Customer Service employees to ensure daily order management meets demand and customer service levels by fostering a supportive environment. Your role will encompass troubleshooting, driving team performance, and maintaining a hands-on approach, bringing fresh ideas to the table. As a key player in STG's consumer-centric strategy, you will help deliver exceptional customer experiences and achieve financial targets in a dynamic international setting

Key Responsibilities

• Manage an international team of Customer Service employees, to drive daily order management execution to fulfill demand and meet customer service levels
• Identify opportunities for service excellence, continuous improvement, and innovation within the team
• Work cross-functionally with planning and commercial teams
• Collaborate in close link with stakeholders, to manage demand and supply exceptions and escalate issues where necessary: act as focal point within the organization
• Drive the metrics: service levels (with respect of SLAs, FG availability), order fulfilment (OTIF)

What skills and experience will be required?

• Master’s or Bachelor's in Supply Chain as a preference
• Demonstrated expertise in leading teams and leadership skills
• Experience working in an international company, collaborating with colleagues from different locations
• Good knowledge of ERP systems, SAP; proficiency in BI tools is a plus
• Hands-on mentality: not afraid to bring ideas to the table and get involved in day-to-day operations as needed.
• Strong business acumen with an analytical and result-driven mindset
• Solid planning and organizational skills and proactive in driving change and improvement
• Excellent communication skills and proficiency in English. Dutch, German or Danish would be an advantage
• Willingness to travel occasionally to Denmark, Netherlands, and Germany to visit the team

What is on offer?

As a colleague at Scandinavian Tobacco Group, you will receive a comprehensive compensation package. Our benefits differ across regions; our recruiting team will be able to give more details.  

Our Hiring Process

Before we enter a hiring process, your job application will be reviewed by a member of our recruiting team. Your application will be reviewed in line with the hiring competencies we have for the role you have applied for. If your experience aligns with the requirements, you will enter our hiring process which will consist of the following:  

1. Recruiter Screen 

2. Hiring Manager Interview 

3. Behavioural Assessment 

4. Leadership Interview 

About Scandinavian Tobacco Group 

At Scandinavian Tobacco Group, we always encourage you to craft the career that makes you more. We have a rich heritage that dates back 250 years and have been operating as a Scandinavian Tobacco Group since 1961. We operate in over 100 countries, employing over 10,000 people. We offer a diverse portfolio of iconic brands ranging from Signature, Cohiba, Macanudo, CAO, Partagas, and most recently branched into smokeless tobacco through our recent acquisition of XQS. We are on a mission to focus on sustainability and minimizing our environmental footprint. We are committed to creating a culture that allows us to blend our strengths, to go far it takes a winning team, and this is why we pride ourselves on sharing our skills, knowledge, and expertise to push each other forward. 

Please be informed that this Direct Search is conducted exclusively by Scandinavian Tobacco Group. We do not accept applications from agencies, and we will not provide compensation for unsolicited CVs.