Customer Service Manager (3PL Logistics)
You keep customers calm. You keep operations sharp. You turn “Where is my order?” into “Handled.”

At Middlegate Europe, customer service isn’t a call center. It’s the control tower between warehousing, transport, customs, and the customer. We’re looking for a Customer Service Manager who brings structure, speed, and accountability — and who knows that great service is proactive, not reactive.

What you’ll own

• Lead and coach the customer service team (day-to-day + performance)

• Be the main escalation point for key accounts — solve, don’t soften

• Drive order flow accuracy: inbound, picking, packing, dispatch, exceptions

• Set and track SLAs/KPIs (OTIF, response times, claims, backlogs)

• Tighten processes with ops, planning, and customs — fewer surprises, cleaner handovers

• Build clear customer communication: updates that prevent chasing

• Improve WMS/TMS/EDI workflows with IT and operations (practical fixes, not theory)

What “good” looks like in this role

• Customers don’t need to follow up — they’re already informed

• Your team works from a playbook, not from stress

• Issues get closed with root cause, not just apologies

• Ops loves you because you make the work clearer, not louder

You bring

• Experience in a customer service lead/manager role (logistics / 3PL preferred)

• Strong communicator: calm, direct, professional

• Process mindset: you spot friction and remove it

• Comfortable with systems (WMS/TMS, Excel, portals; EDI is a plus)

• Fluent in English; Dutch/French is a strong plus

We offer

• A key role in a growing 3PL (EU + UK flows, warehousing + distribution)

• Real ownership and room to improve things fast

• Competitive salary + benefits

• A team that values clarity, speed, and doing what we said we would do