Vacancy – Customer Service Lead

Customer-centric and innovative: your next challenge in customer service

Location: Hybrid (2–3 days per week at the office in ’s-Hertogenbosch / remote)
Languages: Dutch and English Make an impact in an international e-commerce organization

Are you customer-oriented, analytical, and ready for your next career step? We are looking for a Customer Service Lead with a commercial mindset and a proactive attitude. In this role, you won’t just be answering customer inquiries; you will actively contribute to making our customer service smarter, faster, and more customer-centric.

Our webshops specialize in water pumps, serving both consumers and professionals across nine European countries. Our ambition? To combine an outstanding customer experience with an efficient and scalable service operation.

Key Responsibilities

  • Answering sales and after-sales inquiries via email, phone, chat, and WhatsApp.
  • Compiling weekly performance reports.
  • Proactive relationship management with our B2B customers.
  • Monitoring and analyzing monthly KPIs (such as CSAT, return rate, and pick-up rate).
  • Managing and maintaining performance on external marketplaces (Bol.com, Amazon).
  • Initiating and implementing optimizations within the customer service department.

Requirements

  • Experience in customer service or e-commerce is essential.
  • Strong analytical skills and an affinity for data.
  • A proactive, independent, and solution-oriented mindset.
  • A high sense of responsibility and flexibility.
  • An interest in AI and how technology can contribute to a superior customer experience.

What We Offer

  • A versatile role within a growing, international e-commerce organization.
  • A team where your ideas and initiatives are truly valued.
  • A salary between €3,200 and €3,900 gross per month, plus a bonus scheme.
  • An informal work atmosphere with short communication lines and fun team activities.
  • Hybrid working (2–3 days per week at the office).
  • An office at a prime location right next to the Central Station in ’s-Hertogenbosch (easily accessible by public transport and car).

How to Apply

Want to contribute to the best customer experience for our webshops? Send your CV and a brief introduction to ilse@solvermedia.nl. Questions? Feel free to call or WhatsApp 06-29543727 or email ilse@solvermedia.nl.

Application Process

  1. Your application will be reviewed within 3 working days.
  2. Initial interview with Ilse, the Customer Service Manager.
  3. Short PI test & a second interview with Debora from HR (conducted in English).

A Day in the Life of a Customer Service Lead

Morning: Helicopter View and Teamwork
You start the week at our office in the heart of Den Bosch. While the team independently processes tickets, you maintain a helicopter view. You analyze dashboard trends: is the pick-up rate fluctuating? Are there issues on the marketplaces? You are the guardian of quality, adjusting course before processes stall. Is it an unexpectedly busy morning? You don’t hesitate to roll up your sleeves and join the team to handle customer inquiries together.

Before Lunch: Translating Data into Action
Every Monday, you meet with the Customer Service Manager. You update and analyze the data. «Why did the return rate rise in Germany?» or «Why was the pick-up rate low in the UK?» Your analysis forms the foundation for the coming week’s strategy.

Afternoon: Relationship Management and Innovation
After a walk through the city or a pleasant lunch with colleagues, you focus on our business accounts. You conduct proactive B2B calls to gauge the customer experience. You take these insights directly into your innovation project: the smart implementation of AI. You fine-tune our systems so the team has even more room to focus on sales-related questions. You are constantly looking for the «sweet spot» between human service and technological efficiency.

Closing: A Satisfying Commute
At the end of the afternoon, you check ongoing service orders and clear any remaining tickets. Everything is on track. You close your laptop, knowing the foundation for your team is solid and the processes are running just a bit smoother than yesterday. Within five minutes, you’re on the platform, ready for a relaxed train ride home.

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