JOB PURPOSE & PRIMARY JOB RESPONSIBILITIES

Are you ready for your next position and make a difference in Export Customer Care?

As Team Leader ONECare Service – Export you will manage a team of ONECare Customer Service agents who are handling all tasks related to our Export bookings for the customers in our ONECare segment. You will report to the Manager Customer Care – Export. 

The purpose of this role is to ensure high quality customer service by supervising the team to deliver tasks, customer satisfaction, delivering on agreed targets and educating our clients on the full utilisation of e-commerce tools. You will translate Export Customer Service directions and strategy into daily actions within the team and proactively manage and strengthen our customer portfolio by building strong customer relationships.
Supporting and implementing transformation and continued change is a key area of responsibility for this role.

KEY AREA OF RESPONSIBILITIES

• Leadership and People Management: To provide direction and vision by empowering and motivating direct and indirect reports to achieve success. Create an environment where everyone is enabled to perform to the best of their abilities by giving and receiving feedback, as well as challenging and coaching direct reports and team overall. Be a role model by embracing and promoting change.

• Communication & Collaboration: Ensure good collaboration and communication within departments, Offshore locations and across. 

• Monitor quality and quantity of team outputs: Safeguarding a continuous review of best working practices in order to improve effectiveness and productivity is another key element of your role. Furthermore you act as escalation point in case a team member can't resolve customer queries.

• You always have a focus on further improvements of existing processes and immediately see opportunities to organize our work smarter, faster, and more effectively.

• You embrace new technologies and you effortlessly integrate them into our daily work with your team.

• Digital adoption: Support ONE's digital transformation by utilising and promoting our e-commerce platform and our self-service tools as applicable and relevant to your tasks and responsibilities. 

• Process & Quality Management: Steer daily processes in line with agreed KPIs, company policies and SOPs. 

REQUIRED SKILLS AND COMPETENCIES

• At least 3 years of experience within the logistics business as a Senior, Team Leader or Supervisor
• People Management 
• Strong communication & leadership skills; you are a first point of contact for the team members
• Team player
• Good knowledge of the English and Dutch language, verbal and in writing
• Able to guide and lead a Team during transition and changes
• Analytical skills
• Able to focus on KPI’s and at the same time lead with empathy
• Preferably experience with the CRM system Salesforce
• Commercial mind-set, capable of taking decisions within authority limit 
• Experience with digitization, automation and creating a superior customer experience 
• Project management: able to plan, manage, execute and finalize projects

YOUR WORKING LOCATION

This position is based within our Rotterdam Agency office

WHAT WE OFFER

• Market based salary
• 26 Holiday days per year
• Holiday allowance
• 13th month
• Pension: a defined contribution paid by Employer and Employee
• WIA and WGA-gap insurance fully paid by ONE
• Collective Health Insurance
• Commuting and Working from Home Allowance