Team Leadership & Development
Lead and develop the Customer Service team to achieve SLA, KPI, and customer experience targets.
Build team capability through coaching, training, and knowledge sharing.
Foster a culture of accountability, ownership, and continuous improvement.
Order & Service Operations
Oversee end-to-end order management, including quotations, orders, invoicing, and customer inquiries.
Ensure accurate, timely service delivery through close coordination with Finance and Logistics.
Maintain compliance with service processes and customer requirements.
Performance & Continuous Improvement
Monitor service performance, customer feedback, and operational metrics to drive improvements.
Manage service escalations and implement corrective actions.
Improve efficiency, customer satisfaction, and service quality.
Cross-Functional Collaboration
Partner with Sales, Finance, Logistics, Marketing, and Corporate teams to deliver seamless customer service.
Act as the primary liaison between customers, KAMs, and internal stakeholders to resolve critical issues.
Systems & Digital Transformation
Utilize SAP, Genesys, Zendesk, and related systems to support service operations.
Drive adoption of digital solutions, including Webshop and PunchOut.
Support automation, system enhancements, and continuous process improvement.
Qualification
Bachelor’s degree in any related field.
Minimum 5 years of experience in customer service or operations, with at least 2 years in a supervisory or team leadership role, preferably in a B2B or corporate account environment.
Excellent people management, coaching, and performance development skills, with a focus on team engagement and continuous improvement.
Strong command of English (both written and spoken) for effective communication with international stakeholders and Group functions.
Proven ability to manage order-to-cash processes, including order handling, invoicing, and issue resolution.
Hands-on experience with core systems such as SAP, Zendesk, and Genesys is required.
Experience with Microsoft Dynamics will be considered an advantage.
Strong analytical, problem-solving, and decision-making abilities, with a track record of improving service standards.
Ability to work in a fast-paced, cross-functional environment, managing multiple priorities with a customer-first mindset.
The Lyreco Group is the European leader and the third largest distributor of workplace products and services in the world. A privately-owned company since 1926, Lyreco is now present in 25 countries with 13 partners in 15 additional countries, operating in 40 different countries across the globe.
A global workplace solutions company with 10,000+ employees, Lyreco’s mission is to delivery sustainably, what any workplace needs, so its people can focus on what matters most. We are pioneers, today and tomorrow, in delivering what any workplace needs, from workplace products, to services, anywhere you work. We are active in the areas of office supplies, print services and consumables, PPE and safety solutions, coffee and catering, hygiene and cleaning, furniture and ergonomics solutions, and wellbeing services.
With our core values of excellence, passion respect, and agility driving every decision, and a perfect blend of people, technology, and our corporate social responsibility strategy, we aim to deliver a great working day for our people and our customers. We strive for perfection in everything we do, and we really care for our customers. We believe in trust, respect and ethical behaviour, and we remain agile with our ability to anticipate, innovate and adapt to change.
To learn more about Lyreco – check out our website.
