Customer Services Team Leader

We’re looking for a talented Customer Services Team Leader for our EMEA Supply Chain team at Aliaxis.

The mission of Supply Chain in Aliaxis EMEA is to act as an integrated supply chain reliably delivering on our customer promise in a safe, sustainable and cost-efficient way. We energize our teams through people development and transformative processes and technologies.

You will collaborate closely with logistics, sales, supply chain and key internal stakeholders to ensure we consistently deliver on our customer promise in a safe, efficient, and customer‑centric way. 

Interested in working with us? Please apply directly or read below for more details.  

Company description  

Aliaxis exists to bring solutions to the world's water challenges and accelerate the transition to clean energy. We are a global leader in high-quality fluid management solutions for use in building, infrastructure, industrial and agricultural applications across the globe. Over 15,000 people have been selected to work for us in more than 40 countries.  

Aliaxis stand for:

We Dare to challenge the status quo, to innovate and to learn fast,

We Care for the environment, our customers and each other,

We Deliver by taking accountability for our decisions and actions.

Aliaxis is privately owned, with its global & EMEA headquarters in Brussels, Belgium. 

Job description 

We are looking for an experienced Team Lead Customer Service to oversee daily operations within our EMEA Customer Service function. In this role, you will guide a team of Customer Service Representatives (7-10), ensure operational excellence, and support the implementation of regional supply chain and customer delivery strategies.

The role is hybrid, employee will be required to work at least 2 or 3 days per week in the office located in Wroclaw.

Key Accountabilities & responsibilities

Operational Leadership:

• Oversee day‑to‑day operations of the customer service team.
• Ensure timely and accurate processing of orders, returns, and customer inquiries.
• Monitor and analyze performance indicators (KPIs, SLAs) and identify deviations.
• Act as the first escalation point for operational issues and customer complaints.

Team Development:

• Coach, mentor and develop team members. Conduct regular performance reviews and provide ongoing feedback.
• Support the team in daily operations, to facilitate effectiveness and foster a collaborative, customer‑focused working environment.
• Ensure adherence to company policies and standards.

Customer Relations & Issue Resolution

• Build and maintain strong relationships with key customers and internal stakeholders.
• Resolve complex customer issues and ensure proper follow-up.
• Share customer insights and feedback with leadership.

Process Improvement & Collaboration

• Identify opportunities to optimize processes and enhance efficiency.
• Work closely with logistics, sales, and supply chain to streamline operations.
• Support implementation of new tools, technologies, and process improvements.
• Actively engage with the broader EMEA Customer Service community

Requirements

• Strong experience in Customer Service leadership roles: 1-3 years of Team Lead experience in Customer Service – Order Management – Purchasing Department, Logistics / Transport.
• Solid understanding of Order‑to‑Cash processes.
• Proficiency with ERP systems (SAP, AX, AS400) and CRM tools / Experience in using ERP systems (preferably Microsoft AX or SAP) and Microsoft Office (Outlook, Teams, Excel).
• Advanced MS Excel skills (Pivot Tables, advanced functions).
• Languages: Polish – proficient, English – proficient. Any additional European language will be a plus (preferably German, Spanish, French, Italian)
• Logistics related education or postgraduate studies will be a strong plus

What We Offer

• Full Time Contract of Permanent Employment role
• Learning & Development: Continuous learning opportunities with access to the latest technologies and training programs.
• LinkedIn Learning platform access.
• Career Advancement: Clear paths for professional growth and advancement within a global company.
• Competitive Compensation: Attractive salary package with annual bonus and benefits tailored for your well-being and work-life balance.
• Benefits: Cafeteria System including Multisport card
• Social Fund (Holiday and Christmas)
• Hybrid work schedule / flexible working from office (Powstanców Śląskich 9 street, Wroclaw).

We offer a unique opportunity to join a Belgian global company with a very international & collaborative culture that is transforming dynamically and that is committed to its future growth, service excellence and employee engagement.

Are you inspired by this role and our purpose? Join our growing team and apply today! 

Aliaxis is proud to be an equal opportunity employer who welcomes candidates and employees from all backgrounds. We are committed to building and investing in a culture of belonging, where all our employees feel empowered, can be their true selves and are able to bring their best ideas forward and contribute to the company’s “Growth with Purpose” strategy.

For us, equity and belonging start already at the application step: whether it's offering flexibility in scheduling interviews, or ensuring a supportive and inclusive environment, we strive to remove barriers and create equal opportunities for all applicants. Should you have specific needs, please do not hesitate to let us know and we will do our best to accommodate.

Please copy link to browser to access Aliaxis Privacy Notice: https://aliaxis.com/recruitment-privacy-notice/ 

Note to agencies: Please kindly abstain from sending us candidates either directly to HR or to one of your contacts within the company. Thanks! 

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