Customer Service Supervisor

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?
 

YOUR ROLE

We are looking for a new Customer Service Supervisor for our multi-client warehouse in The Hague. As a Customer Service Supervisor, you are leading the Customer Service team that performs the operational work - you monitor progress and results. You are also responsible for the operational execution of the contract policies of two customers. The purpose of your position is to ensure that services are provided following customer agreements and to more than full satisfaction. The current Customer Service Supervisor has advanced to the position of Contract Manager, so you will soon have a supervisor who knows your position well!

 

WHAT ARE YOU GOING TO DO?

As a Customer Service Supervisor, you will be a supervisor of seven customer service and administrative employees. They are responsible for the administrative handling of shipments and the service to the two customers. You maintain an overview, liaise with the customer when there are discrepancies, and are the customer's first point of contact when it comes to operational matters. The team is ambitious and has different nationalities. We are therefore looking for a manager who will coach and supervise them in their development. You will bring structure within the work and the internal and external communication of this team. You will also ensure that the team can work efficiently and effectively and look for opportunities to improve this.

 

The clients you serve are retail clients: a fashion client, which operates both in e-commerce and in retail. And a computer and electronics customer.

 

Another key responsibility as a Customer Service Supervisor is that you will work closely with your supervisor, the Contract Manager. You make a valuable contribution to setting contract policies and monthly and quarterly updates. You do this by contributing ideas and attending meetings, and substantiating plans with data, analysis, and reporting. Finally, you also prepare weekly and monthly billing to be sent to clients.

 

A concrete overview of your duties are:

• Leading, coaching and helping to develop a team of 7 customer service and administrative employees;
• Setting up and implementing projects to improve processes and operations;
• Provide input to the Contract Manager regarding contract policy and budget with related requests;
• Prepare and participate in periodic customer meetings (monthly and quarterly);
• Report the progress of work towards the customers and internal organization. You have periodic operational and commercial meetings with the customers. You discuss reports, wishes, and bottlenecks and make improvement proposals.

 

You work from Monday to Friday and your working hours are flexible within office hours (07:00-18:00). There is also the possibility of a part-time employment, with a minimum of 36 hours.

 

WHAT ARE WE LOOKING FOR?

We are looking for someone with leadership experience, who provides coaching guidance to the team to keep the work flowing in good order. You have an attention to people and an approachable attitude when it comes to identifying and implementing improvements. You want to be an example to others and have a mentoring role, allowing the team to develop in a safe environment through learning by doing. English is a must; fluent Dutch is not a requirement. Setting up and managing reports is not unknown to you, you have experience in achieving and setting KPIs and reporting results.

 

In addition, you bring the following experience and knowledge with you:

• HBO working and thinking level;
• At least 2 years' experience a managerial position;
• Excellent knowledge of logistics processes and experience with automated information systems;
• Experienced in processing data an