Team Leader, Customer Service

About the role

UPM is seeking a Team Leader for its Customer Service team in Houthalen, Belgium. You will guide a group of service professionals, ensuring accurate quotations, pricing, and order execution while supporting sustainable product solutions.

Key responsibilities

• Prepare and manage indent quotations for Sheets products in line with commercial strategy.
• Calculate and validate pricing, aligning with cost structures, contracts, and internal policies.
• Recommend suitable products and specifications based on customer needs and sustainability requirements.
• Convert quotations into accurate orders, maintaining consistency in pricing, terms, and delivery conditions.
• Act as a trusted point of contact for customers, communicating pricing, lead times, and order progress.
• Collaborate with Sales, Supply Chain, Production, and Product Management to ensure smooth order execution.
• Monitor orders, proactively addressing changes and potential delays.
• Support resolution of pricing issues, claims, and discrepancies.
• Lead customer service operations in a manufacturing/graphics environment.

Required profile

• Minimum two years of experience in customer service or commercial operations, preferably in manufacturing or supply chain.
• At least one year of supervisory or team‑leader experience.
• Customer‑focused mindset with strong problem‑solving abilities.
• Excellent communication skills across diverse stakeholders and cultures.
• Well‑organized, able to manage multiple priorities in a fast‑paced environment.
• Analytical approach with a drive to improve processes and performance.

Required skills

• Proficiency with CRM systems.
• Advanced Microsoft Excel skills.
• Familiarity with Microsoft Office tools.

What we offer

• A meaningful role contributing to a sustainable future.
• A caring community that supports work‑life balance.
• Opportunities for professional development and career growth.