Lineas is the largest private rail freight operator in Europe offering premium rail products and total door-to-door logistics solutions. Our mission is to offer such superior rail products and services that customers shift the transport of their goods from road to rail. This allows them to improve their supply chain while decreasing their impact on mobility, climate and air pollution.

Service Delivery Manager - Kader A

Are you an experienced Teamleader? Do you have an client centricity mindset? And are you excited to be a part of the largest private rail freight operator in Europe?

Then maybe you are our new Service Delivery Manager?

At Lineas you can:

  • Work in an open and flexible environment where you can be yourself
  • Do things and put your ideas forward
  • Contribute to a better environment

Who are we?
We are Lineas, the largest private rail freight operator in Europe. We convince companies to shift the transport of their goods from road to rail. Because that's much better for the climate and mobility. We make this Modal Shift a reality with the best train products and innovative services.

We, the FREIGHT FORCE, dedicate ourselves day after day to the freight transport of our customers. And to really make a difference!

What is the Customer care department

The objective of the Customer Care organization is to interact with customers in order to facilitate them doing business with Lineas – e.g. by translating contracts into bookings, answering questions, resolving support issues and by nurturing relationships. Customer Care owns and develops the Customer Portal as the central internal and external platform to provide (self-) service in an automated, digital way as much as possible. Next to this, Customer Care is responsible to create a lock-in and loyalty effect by providing state-of-the-art service recovery solutions in case of irregularities and by implementing a voice-of-the-customer program incl. feed-back loops into the organization.

The Service Delivery Manager (SDM) will ensure that their team fulfills the role of being the face of the company and the most important link in the logistics chain for our customers. From the request till the arrival at the customer, s(he) will ensure a good flow and tuning between commercial and operations. The Service Delivery processes should be executed and continuously improved to reach a better customer experience. The SDM makes sure the day to day customer care runs smoothly.

What are your duties?

  • Customer Care is about people: a happy CC Representative is a happy customer. Your absolute priority is people management (lead, coach & develop your team).
  • Satisfying customers – For our customers, you will actually be Lineas. Once they have placed their booking, you will monitor our internal processes and adapt them to suit the customer. You monitor, improve and continuously align with internal and external stakeholders to optimise the day to day Service Delivery processes.
  • You will coordinate specific transport services for different customers, which may be based both nationally and internationally. You will be able to manage capacity (filling level) and to adjust or draw up plans in consultation with the customer.
  • Producing consignment notes – You will manage the administrative process of drawing up consignment notes. You will help come up with digitisation ideas for every step in the process.
  • Problem-solving ability – You will be able to put out fires if necessary. Need to find a solution to get your team to get a train moving? You will easily get to the bottom of the issue so that this works out fine.
  • Reporting – You will monitor the quality of the Service Delivery Processes and you will take the necessary actions to minimize process deviations
  • Working in various systems – You will manage to switch smoothly between the various systems, understanding exactly what each system does. You are a key user for the different customer care tools
  • Link between the commercial and the operational – You will adapt the information that you receive to suit the various departments. You represent the customer care team internally and strive for a good interdepartmental collaboration to ‘wow the customer’
  • Trainer – you guide and support new, junior and less experienced Customer Care Representatives
  • You support the Head of Service Delivery in the day to day functioning of the Service Delivery team (manage, support and coach the executional team(s), teams being situated in different locations and different backgrounds (e.g. Italy, Brussels, Germany, the Netherlands, Zeebrugge, France,…)
  • Optimising processes – You will not be satisfied with simply following processes mindlessly. Do you think that things could be better? Quicker? Easier? If so, you will consult your colleagues and customers and look for concrete improvements.

What is your profile?

  • You have a bachelor degree or equivalent by experience
  • You have experience working in a Customer Care environment and in leading a team
  • Your motto is “people first”: you lead, coach & develop your team
  • You have a client centricity mindset
  • You are stress resistant and able to acknowledge your own limits
  • You respect the work ethics, you are an example and address people whom deviate
  • You are open and are able to give feedback and be polite assertive. You should be able to address problems calmly and forthrightly.
  • You are able to behave or handle disagreements civilly, give others the benefit of the doubt, respect opinions that differ from your own and act with genuine care for other people
  • You speak up if you make a mistake that reflects poorly on you (rather than trying to soften or hide it), doing what you say you’re going to do, acknowledging when new information shows you were wrong and not being afraid to say “I don’t know.”
  • You have a willingness to work, are loyal, take initiatives and ownership
  • You are familiar with various Microsoft Office programs
  • You pick up new tools easily
  • You speak Dutch or French, with a good knowledge of the second language. You also speak good English.

Lineas stands for diversity. We believe that skills and talent are unrelated to gender, ethnicity, age, social background, sexual orientation, philosophical or religious beliefs, ...

What do we have to offer you?
With us you will have the opportunity to develop your career in a fast growing and international company.

  • You will be part of a team of passionate colleagues who will make the Modal Shift a reality.
  • You will receive an attractive salary with attractive fringe benefits.
  • We give you a personal training and all the coaching you need to get started.
  • Afterwards, you will be given every opportunity to further develop your talents.
  • You are allowed to work autonomously and independent of time - even from home or on location when it suits you best.
  • You will end up in a young and energetic company.Things are moving fast here and a lot is always changing. That opens up permanent perspectives for your career.

 

 

Your application will be evaluated by the HR department of Lineas itself. For any additional feedback regarding your application, we kindly refer you to the Lineas HR department.

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