Customer Service Coordination Manager

17 uur geleden

Den Haag, Zuid-Holland, Nederland PostNL Voltijd

This is a visible, strategic, and hands-on role that combines people, process, and innovation - with plenty of room to grow.

Uitdagingen

  • Lead and improve internal support and CX coordination processes across Europe.
  • Ensure our local CX teams have the tools, data, and structures they need to deliver great service.
  • Design and implement service standards, performance dashboards, and communication frameworks.
  • Identify bottlenecks, launch improvement projects, and harmonize customer contact processes.
  • Collaborate closely with colleagues in Operations, Marketing, and IT to drive service excellence.
  • Inspire others to embrace change and foster collaboration between countries and departments.

Je verantwoordelijkheden

Impact that matters: Your work directly improves communication, service agreements, and collaboration across our European teams — enhancing both internal and external customer satisfaction.

Challenge and variety: You'll work in a fast-moving, international environment where innovation and continuous improvement are at the heart of everything we do.

Strong team culture: Join a positive, collaborative team that values ownership, transparency, and personal development.

Flexibility: Enjoy the benefits of hybrid working — part of the week from home, part from our modern office in the historic Stationspostgebouw in The Hague.

Autonomy: Take ownership of your projects and schedule — we trust you to make the right decisions.

Growth: Develop in a central, international role with high visibility and real influence.


Wat breng jij mee?

You're an analytical and people-oriented professional who knows how to bring structure and clarity to complex processes. You enjoy connecting teams and driving improvement across borders.

Your background includes:

  • A bachelor's level
  • At least 3 years of experience in customer service, operations, or process management.
  • Experience working in an international, cross-functional environment.
  • Excellent English communication skills, both written and spoken.
  • Solid understanding of CX tools and KPIs.

Wat bezorgen we jou?

A forward-looking role in an organization that's constantly evolving. At PostNL, we're building the e-commerce logistics platform of the future — smarter, faster, and better every day. Your drive and our ambition make a perfect match.

What you can expect:

  • A competitive salary between €3.485,36 – €5.280,07 gross per month gross per month (based on 39,25 hours per week).
  • Hybrid working with flexible hours plus a €45 net monthly allowance if you work from home two or more days per week.
  • 8% holiday allowance and 25 vacation days for full-time employment.
  • Travel allowance (NS Business Card or mileage reimbursement).
  • Excellent pension plan through the PostNL Pension Fund.
  • Laptop (Mac or Windows) and smartphone provided.
  • Learning and development opportunities via the PostNL Academy.
  • Discounts on holidays, events, and various products.

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