Project Description

Title: B2B Customer Service Team Leader
Reports To: Team Manager
Location: Milton Keynes


The B2B Customer Service Team Lead (Country) will lead and support the Customer Service Team the respective country to deliver a radical customer experience to our customers. The individual will be accountable for the day to day activities of the B2B Customer Service Department, monitoring KPIs impacting the customer service quality and continuously working on improving the customer experience. The B2B Customer Service Manager is fully aligned with the regional- and local sales and customer experience strategy and supports the sales Teams in achieving the sales targets.

PRIMARY RESPONSIBILITIES: (Try to restrict to 10)

●         Drive efficiency in order management to achieve best in class

●         Build relationships with key accounts counterparts to promote process improvement (EDI, B2B, VMI)

●         Set KPIs to assess the quality of customer care support (Zendesk and Incontact) and coach the team accordingly

●         Be proactive at driving sales in the “high low” accounts through contact and via insights from the Sales Analyst Team

●         Transitions accounts to the B2B self-service portal through training and education

●         Manages the capacity of the B2B team through workload management

●         Motivates, coaches and develops the B2B Team to be ‘best in class’ providing clear direction and ensuring a strong communication flow

●         Continuous review of operations to deliver process improvement

●         Create and analyse productivity reporting (Zendesk / Incontact)

●         Work proactively with the Eurodome to clarify VAS for our strategic accounts


●         Profound experience in leading a Customer Service Team

●         Strong communication skills, verbal and written

●         Motivates Teams

●         Excellent networking and communication Skills

●         Strong understanding of Customer Service legislation in each country in the subregion

●         Proven Leadership of teams on multiple levels

●         Business fluent in speaking English, multiple languages is preferable

●         Good knowledge of Customer Service tools i.e. Zendesk, Incontact

●         Experience of effectively managing multiple projects

●         Well organized individual who can manage a busy workload whilst meeting deadlines