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Team Lead Customer Service BeNeLux

Supply Chain Brussels Full-time Belgium

Job Description

You are a brand lover. You want to be in the driving seat and to impact. You want to work with a multi-cultural team where diversity is valued for what it brings – divergence of opinions that makes our life and business richer. You want to create amazing coffee moments for consumers through brands like Douwe Egberts, Jacqmotte, L’Or or Senseo. Then this job is for you.

We’re looking for a Team Lead Customer Service BeNeLux. The Team lead Customer Service Benelux leads and develops the operational customer service team, including Telesales. The team consists of customer service specialists and coordinators. This role ensures customer orders are managed, operational plans executed and excellent customer service is provided focusing on KPIs. You'll report directly to the Customer Service & Logistics Manager BeNeLux.

Team Leadership & Development

  • Lead, coach and develop the Customer Service team by setting clear priorities, targets and performance expectations.
  • Foster a strong feedback and performance culture, supporting continuous development and talent growth.
  • Allocate resources effectively and step in operationally when needed to ensure service continuity.
  • Support the creation and effective functioning of a unified CS Retail BNL organization.

Operational Excellence & Performance Management

  • Ensure daily operational execution aligned with customer requirements and internal standards
  • Drive the “Perfect Order” ambition (First Time Right, zero-touch order, predictability).
  • Monitor performance through data analysis, KPIs, and participation in daily/weekly performance reviews.
  • Lead root cause analysis, continuous improvement and preventive actions using SCOS standards and tools.
  • Deploy and continuously improve customer service procedures, policies and ways of working.

Customer & Stakeholder Collaboration

  • Act as the operational point of contact for key accounts, collaborating closely with KAMs and customers.
  • Lead customer meetings to review Supply Chain performance and improvement initiatives.
  • Contribute to activities from joint initiatives (like VMI, promo forecasting, mergers, customers network changes, others), under supervision of the customer collaboration lead
  • Align and educate customers and internal stakeholders on service levels, expectations and ways of working.
  • Ensure effective interfaces between Customer Service, Supply Chain and Commercial teams.

Strategic Contribution & Continuous Improvement

  • Provide input into customer collaboration strategies, trade terms, business cases and customer business plans.
  • Drive innovation, adoption of new technologies and best practices within Customer Service.
  • Support development of Supply Chain capabilities and contribute to global standards and future ways of working.
  • Work with the Customer Service Manager BNL to build and deliver annual plans aligned with AOP and SC objectives.
  • Provide input to Supply Chain reviews, management meetings and strategic planning cycles.
  • Support initiatives to reduce CO₂ emissions across the Supply Chain and engage customers on sustainability efforts.
  • Contribute to Supply Chain VCP development.

Qualifications

Working at JDE Peet’s is hands-on, giving you an opportunity to leave your mark. We are a fast-paced company on a mission. Our focus demands high-energy people who think fast and act quickly. If you have the courage and confidence to venture into new cultures & territories, and you're brimming with an entrepreneurial spirit and a drive to succeed, you’ll fit right in at JDE Peet’s.

For this role we’re looking for someone who has the following skills and experience:

  • Bachelor degree & equivalent work experience.
  • Min 5 years of relevant experience in supply chain, customer service;
  • People Management experience are the ambition to become a people manager;
  • Knowledge of and experience in Order to Cash processes;
  • High level ERP skills and experience working with ERP systems in a Customer services environment (preferably SAP and/or System 21);
  • Understanding of EDI systems;
  • Good data analysis and reporting skills;
  • High level Customer Focus and excellent Customer Service skills.
  • Willingness to travel to Utrecht or Brussels 1-2 times per month
  • Fluent in English and Dutch and/or French

Additional Information

Additional Information

Your application at JDE Peet's
If you are interested in this career opportunity at JDE Peet's, apply before 23/12/2025. After receiving your application we will do our utmost to give you quick feedback. 

Our DE&I Statement

At JDE Peet’s we aim to create a better future where we authentically serve, reflect and embrace everyone. We believe in fostering a more diverse, equitable and inclusive organisation where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discrimination on the basis of our race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or any other trait protected by law.

Throughout the entire employee lifecycle, we place DE&I at the core of our people processes. This enables us to drive objectivity and eliminate any potential bias, ensuring an inclusive experience in the workplace. Do not hesitate to reach out if you require any reasonable adjustments to the recruitment process.

Our efforts on this agenda have earned us the prestigious Catalyst Award, as well as the Fair Pay Leader Certification in 2025 thanks to an unexplained gender pay gap of 0.52%.

#unleashyourpossibility #acupofamazing

Company Description

Who we are?

JDE Peet’s is the world's leading pure-play coffee and tea company, with local roots dating back to 1753, and is headquartered in the Netherlands. We unleash the possibilities of coffee and tea in more than 100 countries with a portfolio of over 50 brands, including L’OR, Peet’s, Jacobs, Senseo, Tassimo, Douwe Egberts, OldTown, Super, Pickwick and Moccona.

What’s it like to work at JDE Peet’s?

We are people united by the power and possibility of tea and coffee. At JDE Peet’s, we thrive on the freedom to pursue opportunities, provoking new ideas to make an impact at scale. Our ambition is simple – JDE Peet's: unleashing the possibilities of coffee and tea.

We bring action to our intentions, following through on what was agreed, always pushing things forward. We offer our people a range of learning and development programmes to support their personal growth.

At JDE Peet's, we believe it’s amazing what can happen over a cup of coffee or tea.

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