About this role
Locatie Lijnden Aantal uren Part-time Opleidingsniveau MBO Geplaatst: 21-09-2026 Bedrijf Just Brands - HQ Provincie Noord-Holland Werkveld Detailhandel The Team Lead Customer Service & Operations leads the Customer Service team and owns the end-to-end post-purchase journey, driving operational excellence, continuous improvement and technology-enabled solutions to enhance customer satisfaction, efficiency and overall customer experience. Job Purpose and Role Summary The team-lead Customer Service & operations is responsible for delivering an excellent customer experience across Customer Service and the complete post-purchase journey, from order confirmation through delivery, returns, refunds and exchanges. The role leads and develops the Customer Service team while taking ownership of post-purchase performance and continuous improvement. By combining customer feedback, service data and operational KPIs, the role identifies customer pain points and works cross-functionally with E-commerce, Supply Chain, Logistics, IT, Finance and external partners to improve customer journey. This role ensures that operational service levels are achieved while driving structural improvements that increase customer satisfaction, reduce customer effort and contacts, and improve the efficiency and quality of delivery and returns processes. This role requires strategic thinking to work with the head of Ecommerce on the future of customer service and the post-purchase flow, integrating new technology in the process. The role also remains close to daily Customer Service operations and can perform Customer Service Specialist duties when needed to understand and improve processes. Key Responsibility Areas • Team Leadership & Development : Manage, mentor and motivate the Customer Service team and post purchase specialist, providing clear direction, coaching and support to ensure high levels of performance, engagement and job satisfactio...