Team lead Customer Order Management

“You turn complex customer orders into smooth, on-time deliveries – and lead the team that makes clients come back for more.” 

As Team Lead Customer Order Management at Innovative Beauty Group (IBG), you are the crucial link between our customers, the warehouse, logistics and the supply chain team – and you coordinate the work of the two Customer Order Management colleagues in your team. From the moment an order comes in until it is delivered, you make sure everything runs smoothly, questions are answered quickly and data is accurate. With your structured way of working, service mindset and eye for detail, you directly contribute to customer satisfaction, business growth and the development of your team. 

Welcome to IBG! 

IBG (Innovative Beauty Group) is a global one-stop beauty shop. By partnering with our clients as an extension of their teams, we bring beauty visions to life. IBG consists of more than 300 colleagues spread over 13 locations worldwide.  

Within IBG Netherlands, Orchard and Fasten specialize in turnkey solutions, private label and packaging in the Beauty and Home Care industry. Together we are concept builders with global opportunities for well-known retailers and brands from your favorite shopping street. There is a good chance that one of our products is already in your home! 

What will you do as Team Lead Customer Order Management

In this role, you ensure that every customer order is handled accurately, on time and with a smile. You keep an overview from order entry to delivery, act as the first contact point for our Dutch customers and take the operational lead within the Customer Order Management team. You coordinate the workload of the two team members, support them in their daily work and act as the go-to person for more complex questions or escalations. 

You will 

• Receive, validate and process customer orders via email, phone, EDI and NetSuite, ensuring correct item fulfilment and delivery details; 

• Act as first point of contact for customers: answering questions about order status, delivery times, product availability, returns, exchanges and warranty requests; 

• Coordinate with Warehouse, Logistics and Sales to align inventory, shipments and customer expectations and secure a smooth end-to-end process; 

• Monitor order accuracy, delivery performance and key data in CRM/ERP systems, keeping records up to date for reporting and improvement; 

• Identify issues and opportunities in the order flow and propose (cost-)efficient improvements to processes, policies and ways of working; 

• Build and maintain strong relationships with key customers and colleagues, contributing to continuous improvement, quality assurance and customer satisfaction; 

• Lead and coach the two Customer Order Management team members: aligning priorities, monitoring workload and quality, sharing feedback and supporting their development 

What we offer: 

At IBG, you find more than a job, you join a close-knit, international team driven by creativity, shared values and growth. Collaboration is our strength and we celebrate success together.  We start our collaboration with a temporary contract, with the prospect of a permanent appointment. 

In addition, you get: 

• ✅ A competitive salary; 

• 🌴 25 vacation days (based on a full-time working week), with the possibility to buy an additional 5 days; 

• 🏦 A solid pension plan, fully paid by the company; 

• 🚆 Public transport card; 

• 💻 A laptop and mobile phone (including subscription); 

• 📚 Room for development through training, education and inspiration sessions; 

• 🍻 Team building through fun drinks, seminars and sports activities; 

• 🌍 An international working environment full of energy, beauty & growth; 

• 🏠 The possibility to work remotely for a maximum of 2 consecutive weeks; 

• 🏡 Hybrid working: from 32 hours per week you can work 2 days from home, below 32 hours you can work 1 day from home.