Team Lead Customer Service, Envalior, NL

Join Envalior!

In your role as the Function Team Lead, you will become the vital link for our Customer Service Representatives (CSRs), seamlessly connecting their daily tasks with the intricacies of customer processes and order management.

This essential position requires you to ensure that all customer inquiries are handled with utmost efficiency while adhering to our established guidelines and protocols. When challenges arise, you will be instrumental in assisting CSRs to create innovative and effective solutions through close collaboration with the relevant departments.

If further escalation is necessary, you will promptly bring issues to the attention of the Customer Service Manager for resolution.

Your core mission as a Team Lead is to enhance and manage the entire order-to-cash cycle from the first order placement to the last payment collection while diligently following our internal policies and adopting a proactive stance towards customer needs.

Additionally, you will be tasked with spotting potential opportunities and risks within sales planning by thoroughly analyzing customer behavior, ultimately contributing to an improvement in our service delivery and overall customer satisfaction.

Main Responsibilities

As a key player, you will coordinate the tasks outlined below, partnering seamlessly with numerous internal and external contacts while reporting directly to the CSM:

• Oversee and enhance the OTC processes through effective monitoring and support to ensure alignment, development, coordination, and standardization.
• Sustain adherence to guidelines and procedures.
• Conduct ongoing evaluations of process effectiveness.
• Provide assistance and clarification during uncertain situations.