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Customer Service Lead

City:  Hoofddorp

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

​Supply​

Our supply chain is the backbone of our business. It's how we get our trusted products to people all over the world, safely and efficiently. And it's our talented and passionate teams that make this happen.


If you're looking for a career in supply chain, there's no better place to be than Reckitt. We offer a variety of exciting opportunities in all areas of the supply chain, from planning and procurement to manufacturing and logistics. You could join our Global Supply Planning team to develop and implement our global supply strategy, or work with our Procurement Centre of Excellence team to negotiate and manage our supplier relationships.


Our Manufacturing Excellence team help us improve the efficiency, quality and safety of our manufacturing operations, and our Logistics Excellence team develop new and innovative ways to distribute our products to customers.

About the role

We are seeking a results-driven Customer Service Lead to oversee and enhance our customer service operations across the BNL region. This role is pivotal in ensuring exceptional service delivery, fostering strong customer relationships, and driving continuous improvement initiatives to boost productivity and operational efficiency. An enthusiastic mindset, passion for continuous improvement, and strong relationship-building skills are key to success in this role.

 

This role will be based in our Reckitt Core Commercial office in Sloterdijk, NL.

Your responsibilities

  • Optimize Customer Relationships
    • Deliver high levels of service and build strong relationships with customers.
    • Strengthen customer collaboration and satisfaction.
    • Develop and implement tailored action plans for strategic accounts.
    • Lead process improvements to boost efficiency and service quality.
  • Optimize Costs and Efficiency
    • Analyze and report on internal KPIs (e.g., Cost to Serve, Picking, PFR, Full Truck Load).
    • Monitor external KPIs (e.g., Customer Service Level, On-Time Deliveries, TUS).
    • Implement best practices to deliver excellent service at optimized cost.
  • Internal Collaboration
    • Support the team with improvement projects.
    • Collaborate cross-functionally with Sales, Supply, and Marketing to streamline processes.
    • Act as the internal ambassador for the Customer Service team:
    • Share team successes and performance highlights.
    • Promote a culture of continuous improvement and customer-centricity
  • Lead Process Improvement and Productivity Initiatives
    • Identify and implement process improvements to enhance team productivity.
    • Leverage data and feedback to refine workflows and eliminate inefficiencies.
    • Champion digital tools and automation to support scalable service delivery.

The experience we're looking for

  • Master’s degree in Supply Chain Management, Data Analysis, or a related field.
  • 3+ years in customer service, or similar type of roles, ideally in a high-pace commercial environment.
  • Strong analytical and KPI reporting skills. Energetic and detail-oriented.
  • Able to handle efficiently multiple tasks/ projects Excellent communication and interpersonal skills.
  • Fluent in English; Dutch and/or French being big a plus!
  • Experience with ERP/CRM systems (e.g., SAP).

The skills for success

Supply Chain Management, Business Partnership, Collaboration, Partnership building, Relationship management, Business acumen, Productivity management, Project management, Improve business processes, Advanced analytics, Data analytics, Customer service management, Manufacturing excellence. 
 

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.


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