Customer Service Team Lead

About Falk & Ross

Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.

Falk & Ross is one of Europe's leading textile wholesalers for promotional wear, merchandise, and workwear. Our mission is to deliver quality, service, and reliability, enabling our partners to present their brands in the best possible way.

With a strong international network, modern logistics, and a dedicated team, we are shaping the future of the textile industry.

For our office in Waterloo, we are looking for a Customer Service Team Lead to lead and support our Customer Service team for the BENELUX, Scandinavia and Ireland markets.

Your Mission

As a Customer Service Lead, your core mission is to lead and support the Customer Service team while remaining actively involved in the day-to-day operations.

As a true player-coach, you ensure your team delivers a courteous, professional and efficient service to our customers through effective order management and excellent communication. You act as the first point of escalation for complex situations, coach your colleagues, and continuously improve service quality and operational efficiency.

Customer satisfaction is key to our success, and you play a crucial role in making this happen every day.

Your Key Responsibilities

Team Leadership

• Lead, coach and motivate the Customer Service team, creating a collaborative and customer-focused environment.
• Organize the team's daily activities and ensure adequate staffing to support business needs (holiday planning, short-term absences, workload balancing).
• Conduct regular performance reviews and provide continuous coaching and feedback.
• Ensure new team members are successfully onboarded, trained and integrated into the team.
• Act as the first point of contact for operational questions and customer escalations.
• Work closely with the Customer Care Manager Europe on team development, performance and business priorities.
• Foster a culture of continuous improvement, accountability and customer excellence.

Customer Service Operations

Alongside your leadership responsibilities, you actively manage your own customer portfolio and support the team in daily operations by:

• Processing and releasing customer orders in the ERP system while respecting customer requirements, payment conditions and credit policy.
• Responding to customer enquiries by phone and email regarding order status, deliveries, product availability and product information.
• Monitoring and following up on backorders, coordinating with internal teams to minimize delays.
• Supporting customers in the use of our webshop and digital tools.
• Processing dropshipments in collaboration with Procurement and Finance.
• Creating and maintaining customer accounts and ensuring accurate customer master data in Sage ERP and Salesforce CRM.
• Registering and following up customer claims until resolution.
• Handling complex customer situations and acting as the escalation point when required.
• Supporting the team during peak activity periods to ensure excellent service levels.

Cross-functional Collaboration & Continuous Improvement

• Collaborate closely with Sales, Logistics, Procurement and Finance to ensure seamless customer support.
• Identify process improvement opportunities to increase efficiency and customer satisfaction.
• Monitor service quality and ensure procedures and company standards are consistently applied.
• Identify commercial opportunities or buying signals during customer interactions and share them with the Sales team.
• Act as the voice of the customer internally and contribute to enhancing the overall customer experience.

Your Profile

• You have at least 4–5 years of experience in Customer Service, including experience leading or coordinating a team.
• You enjoy combining people management with hands-on operational responsibilities.
• You are fluent in Dutch, French and English (mandatory as you'll use the 3 languages daily).
• You have excellent coaching, communication and interpersonal skills.
• You are customer-oriented and lead by example.
• You are well organized, able to prioritize and remain calm under pressure.
• You have strong problem-solving skills and a continuous improvement mindset.
• You are comfortable working with ERP and CRM systems (Sage and Salesforce are considered an asset).
• You work accurately with a "right first time" mindset and encourage the same quality standards within your team.

What We Offer

At Falk & Ross, you'll join a strong international player with a clear ambition for growth—and the tools and trust to make a real impact.

• A competitive salary package with an attractive performance-based bonus structure.
• A comprehensive onboarding and training program.
• The opportunity to lead a dynamic multilingual Customer Service team.
• Opportunities for professional development and career growth within an international organization.
• A collaborative, entrepreneurial culture that values ownership, teamwork and customer focus. xqknzec
• The opportunity to contribute directly to improving the customer experience and shaping the future of our Customer Service organization.

To support our international hiring process, we kindly ask you to apply with an English CV.