Do you want to work for an organization with a high level of commitment and many different cultures? Do you want to be part of an organization with focus on leadership and the employees?

Your next workplace

Our office in Amsterdam is a hub for (inside) sales with an informal, international and challenging work environment. Today, we are about 70 employees and we come from different parts of the world. In total we speak more than 15 different languages. The office is located in Amsterdam Southeast, with excellent connections (5 min. walk from the train, metro and bus station) and biking paths.

Your future challenge

As a full-time Customer Service Team Manager you will manage the activities within the UK & Ireland team (8 people) to ensure a correct handling of orders, stock, credit management and an accurate processing of the customer invoices. You ensure the team provides internal sales support for our customers in order to contribute to an optimal level of customer satisfaction.

Your responsibilities will include, but not limited to:

  • Lead and develop the Account Coordinators within your region
  • Ensuring the team administrates the agreed customer SLA`s in a good manner
  • Give regular feedback and have yearly performance reviews in a timely manner
  • Secure the capacity planning and ensure there is a balanced spread of the workload within the team members
  • Follow up on administrative claims, invoices queries from customers
  • Handle conflict and escalations
  • Facilitate communication and collaboration with your team and other departments (i.e. Sales, Technical Service, Mills, Market Planning, Logistics) to optimize customer satisfaction and company interests
  • Are back-up of the team members when necessary
  • Coach team members to look at alternative options to try and serve the customer optimally whilst maintaining the balance between minimising costs and keeping up a high service level

To succeed in this role

Our ideal candidate is able to deal with several stakeholders at the same time in difficult and complex circumstances. This requires excellent communication skills, influencing ability and negotiation skills. You need a helicopter view, analytical abilities and are flexible.

Furthermore you:

  • Speak English at a business or (near) native level
  • Have affinity with leading a team, including the ability to motivate, coach and drive performance
  • Can provide others with a clear direction and set appropriate standards of behaviour
  • Are able to analyse and solve complex issues
  • Can adapt to changing circumstances and support the team in adopting new initiatives
  • Are able to deal with pressure and setbacks in a constructive way
  • Can establish and develop business relationships with internal stakeholders and customers
  • Have strong proficiency in using Microsoft Office (incl. Excel) and company systems (ERP, CRM)
  • Have a basic understanding of Dutch labour law
  • Are based in The Netherlands

We offer you

We have an open and welcoming culture that embodies our core values of courage, commitment and responsibility.

In addition we offer:
• A competitive salary package
• 25 vacation days + 13 ATV days. That is almost 8 weeks of vacation a year!
• Sport allowance to stay fit and healthy
• Commuting allowance
• A chance to go on customer visits as you grow in your role
• Learning and development opportunities

Apply today!

Can you see yourself as our new Customer Service Team Manager? Please apply today by sending us your English resume! The procedure will close July 20th. If we find suitable candidates sooner we will close the procedure early. The procedure is both internal and external at the same time.

Employment level

Permanent employment

Working hours


Occupation degree

Full time



Last day of application

20 July, 2024

Emmy Roesli

HR Manager

Send email

Sean Murphy

Head of Customer Service

Send application

We let the forest grow and give

Holmen’s operations are powered by the forest. The growing trees, the water rushing down the mighty rivers and the wind blowing through the treetops. This is the heart of Holmen, a business built around the forest ecocycle and the renewable products we can create from it. Our business areas are Forest, Renewable Energy, Wood Products, Paperboard and Paper. With a workforce of 3 500 people, we create a sustainable future and value for shareholders, customers and society with courage, commitment and responsibility.

Premium paperboard and innovative paper products from fresh fibre Holmen produces premium paperboard and innovative paper products for everything from cosmetics, electronics, pharmaceuticals and food to books, magazines, advertising and transport packaging. Our products are appreciated by conscious customers due to their exceptional properties and low climate footprint. We use fresh fibre from sustainably managed and certified forests. Our production and processing facilities are located in Braviken, Hallstavik, Iggesund and Strömsbruk in Sweden and Workington in the UK.