Team Leader & Customer Service Coordinator

Company Description

TOMRA Food is a multinational organisation and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximise food safety and minimise food loss by making sure Every Resource Counts™, has been our strength for over 50 years. 

At TOMRA, we want people to innovate, show passion in their work and be responsible. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees. 

Join the resource revolution!

Job Description

We are seeking a dedicated and dynamic Team Leader & Customer Service Coordinator to join our team. This role combines frontline customer service duties with leadership responsibilities, ensuring a seamless experience for our customers and effective coordination within your team. The ideal candidate will have excellent communication skills, a passion for helping others and the ability to motivate and lead a team towards achieving departmental goals.

Team Leadership:

• Oversee daily operations of your team and act as first point of contact for team members
• Set daily priorities and allocate workload to meet service goals
• Monitor team performance metrics
• Lead, mentor and motivate a team of customer service representatives to achieve and exceed performance targets, providing regular feedback and coaching
• Onboard and train new team members, ensuring they are equipped for success
• Highlight process improvement needs to the Customer Service Manager and assist in implementing strategies to enhance productivity, team efficiency and customer satisfaction
• Ensure team members follow standard procedures
• Act as a role model for adopting new practices

Customer Service Coordinator

• Deliver high-quality support to your own portfolio of assigned clients
• Take ownership of customer cases, from case creation, quotation and order entry to service follow-up
• Manage day-to-day communication with clients via phone and email, addressing inquiries and resolving issues promptly and efficiently
• Handle complex or escalated customer inquiries
• Maintain accurate customer records in the system
• Closely collaborate with other departments to resolve customer issues

Health & Safety

• Promote a “Safety first” culture throughout the company, at our customers and in our industry
• Ensure adherence to safety and quality across all facets of our operation and customer delivery
• Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required.

Qualifications

• Proven experience in a customer service role, with at least 2 years in a supervisory or team leadership position.
• Proficiency in customer service software and Microsoft Office Suite.
• Bachelor’s degree in Business Administration, Communications or a related field is preferred.
• Knowledge of export procedures is considered a plus 
• Leadership and team management
• Strong interpersonal and communication skills
• Proficiency in Dutch, English and French
• Confidence in decision-making and problem-solving
• Time management and organizational skills
• Ability to work under pressure and meet deadlines

Additional Information

Benefits:

Why Work For Us:

You will have long-term career opportunities, with a globally renowned company and the following: 

• Hybrid working policy 
• Hospitalization insurance with dental care for you and your family 
• Group insurance (life, retirement, disability) 
• Bike lease 
• Access to our share purchase program 
• Bonus on personal and company performance, meal vouchers, eco-cheque 
• 20 days holiday + 6 days ADV per year 
• Laptop & mobile
• Be part of a mission to transform how we all obtain, use, and reuse the planet’s resources to enable a world without waste 
• Inclusive company culture that values diversity, well-being, and strong camaraderie among our teammates 
• Global career opportunities with a strong record for promoting internally 
• Professional training and development: We are passionate about people and seeing them succeed 
• We love innovation, a collaborative environment where idea sharing and being creative is encouraged 

How To Apply:

If this sounds like you, we would love to hear from you! All applications will be managed in the strictest confidence.

TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, colour, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristics. Reasonable accommodations will be made and will be provided as requested by candidates taking part in all aspects of the selection process.