Teamlead Customer Servivce Belgium (m/f/d)

Company Description

At Farmaline, Europe’s leading online pharmacy, our people make the difference. We combine innovation with care to work towards one shared vision: “Until every human has their health.”

If you’re looking for a leadership role where you can truly shape service quality, empower teams, and make an impact in an international environment — this might be your next #Redcareer.

Job Description

As Customer Service Manager (m/f/d), you will lead our Dutch- and French-speaking teams and ensure an outstanding customer experience across markets. You combine operational excellence with people leadership and act as a key link between Customer Service and internal stakeholders.

This role is ideal for a hands-on leader who thrives in a fast-moving environment and enjoys improving processes while developing people.

Your Tasks

• Lead, coach, and develop the NL & FR Customer Service teams.
• Take ownership of daily operations, KPIs, and workload management.
• Monitor performance and proactively optimize processes and tools.
• Ensure smooth cross-site collaboration (Tongeren & Sevenum).
• Act as escalation point for complex cases.
• Foster a positive, performance-driven, and collaborative team culture.
• Serve as a strong business partner to internal stakeholders.

Qualifications

Your Profile

• Master’s degree in Business Administration, Management, Operations Management, Supply Chain, Business Analytics, Economics, or a related field

• Proven experience leading and developing teams (ideally in Customer Service or Operations)

• Strong communication skills and stakeholder management capabilities

• Fluent in English + Dutch or French. The second language at least B1–B2

• Data-driven mindset with experience working with KPIs and operational targets

• Advanced Excel skills, particularly in working with Pivot Tables, are essential

• Structured, solution-oriented approach combined with a customer-first mentality

• Comfort in a fast-paced, international environment

Additional Information

We believe great performance comes from a supportive environment. That’s why we offer:

• Hybrid working model with fixed anchor days.
• Vacation pay (June) & year-end bonus (December) — each equal to one month’s salary.
• 20 vacation days + 6 additional AVD days (39-40h work week).
• Meal vouchers, eco-cheques & parity committee premium.
• Employee discounts (10% OTC & beauty, 20% nu3).
• Corporate Benefits platform (800+ brands).
• Free and anonymous psychological support via nilo.
• Relocation support where needed.