Team Leader Customer Service
What’s Cooking Group – Ghent, Flemish Region, Belgium (On-site)
Pull up a chair.
We always have a place at the table for new talent, so won’t you join us? Our name, What’s Cooking?, is followed by a question mark because we are always curious and open to new ideas. So yes, we are also curious to learn more about you.
Are you a strong people leader with a hands-on mindset who enjoys combining a leadership role with working in day-to-day customer service operations? Then we would love to meet you.
What will you do as Team Leader Customer Service?
As Team Leader Customer Service, you will, lead, coach, and support a small team of 4 Customer Service Professionals while actively contributing to daily operational activities yourself.
The team that you manage covers the region ‘North’, spanning mainly customers in Belgium, the Netherlands, Germany, Scandinavia, UK, Ireland & Switzerland.
You ensure smooth customer service operations, build long-term trust with customers’ operational teams, high customer satisfaction, and work on continuous improvement across processes and ways of working.
You will report to the Group Customer Service manager.
Leadership responsibilities
* Provide direction, coaching, and support to the Customer Service team to achieve high performance and engagement.
* Build, develop, and strengthen a close-knit, high-performing team with a strong sense of ownership and collaboration.
* Act as a key internal and external representative of Customer Service, maintaining strong stakeholder relationships.
Operational responsibilities
* Day-to-day order management: Order Entry & Confirmation, Invoice document sending (manual or EDI). Exchange general or customer-specific information like stock lists. Document management for routine exports.
* Supply Chain Transparency: Providing clients with visibility into their orders, including accurate delivery dates and proactive alerts about any potential stockouts. Providing What’s Cooking supply chain teams with real-time customer information (e.g. promotion progress, customer warehouse closed due to strike,etc.)
* Logistics complaint handling: Entry in database, first level investigation or escalation towards Logistics dept, answer to customer, initiate credit note and/or invoice to 3PL if applicable, organize returns
* Inventory Optimization: Work with customers on stock near maximum shelf life. Manage second choice orders. Allocate stock to orders in case of limited availability.
* Feedback Loop Integration: Gathering client feedback on service level or other operational issues they may experience and channelling those insights for continuous improvement
* Crisis management: Coordinates the operational and transactional actions in case of recalls (e.g. returns, credit notes,etc.)
* Penalties Check if customer invoices for penalties are justified
* Manage debit/credit proces around returnabale packaging when applicable
Who are you?
* You hold a Master’s degree or equivalent through experience.
* You have 5–10+ years of experience in Customer Service or Supply Chain, preferably with a first experience in a leadership or coordinating role.
* You are a natural people leader who enjoys coaching, supporting, and developing teams.
* You are also hands-on and not afraid to dive into operational work when needed.
* You communicate clearly and effectively at all levels and are fluent in Dutch, English, and French. German is a plus.
* You are analytical, structured, and solution-oriented, with a strong sense of ownership and accountability.
* You thrive in a dynamic environment where you balance strategy, coordination, and operational execution.
What do we offer?
* A key role in a stable, innovative, and forward-thinking Belgian food group with strong international presence.
* A unique combination of hands-on operational impact and team leadership.
* The autonomy to shape and improve customer service processes and team performance.
* A warm, informal, and collaborative culture where people genuinely enjoy working together.
* A competitive salary package with benefits including meal vouchers, hospitalization insurance, and a pension plan.
* A front-row seat in a company that brings simple, tasty, and sustainable food to consumers and professionals across Europe.
* Most importantly: a place where you truly belong.
Who is What’s Cooking Group?
We are a colourful family of food lovers eager to satisfy the appetite for conscious, daily meals. As an innovative food group, we help people enjoy simple and tasty dishes such as lasagne, pasta, pizza, world cuisine, plant-based, and regional specialties.
You may already know us from Come a casa®, but we also serve food professionals such as hotels and restaurants.
For over 75 years, we have been committed to making sustainable consumption a natural daily choice. With 1,650 colleagues across Belgium, France, Poland, the UK, and beyond, we work together to bring good food to life.