Customer Service Coordination Manager

Customer Service Coordination Manager

Location: The Hague (Hybrid)
Hours: 39,25 hours per week
Salary: €3.485,36 – €5.280,07 (Scale 9) gross per month
Education: Bachelor’s level
Level: Medior

About the role

As a CS Coordination Manager within the central N&O team at Spring Europe (PostNL), you’ll play a key role in shaping how our Customer Experience (CX) teams across Europe work together.
You’ll build the structures, tools, and insights that enable our teams to deliver consistent, high-quality service — and you’ll see your impact reflected directly in customer satisfaction.

This is a visible, strategic, and hands-on role that combines people, process, and innovation — with plenty of room to grow.

Why you’ll love working with us

Impact that matters: Your work directly improves communication, service agreements, and collaboration across our European teams — enhancing both internal and external customer satisfaction.
Challenge and variety: You’ll work in a fast-moving, international environment where innovation and continuous improvement are at the heart of everything we do.
Strong team culture: Join a positive, collaborative team that values ownership, transparency, and personal development.
Flexibility: Enjoy the benefits of hybrid working — part of the week from home, part from our modern office in the historic Stationspostgebouw in The Hague.
Autonomy: Take ownership of your projects and schedule — we trust you to make the right decisions.
Growth: Develop in a central, international role with high visibility and real influence.

What you’ll do

• Lead and improve internal support and CX coordination processes across Europe.

• Ensure our local CX teams have the tools, data, and structures they need to deliver great service.

• Design and implement service standards, performance dashboards, and communication frameworks.

• Identify bottlenecks, launch improvement projects, and harmonize customer contact processes.

• Collaborate closely with colleagues in Operations, Marketing, and IT to drive service excellence.

• Inspire others to embrace change and foster collaboration between countries and departments.

Your team

You’ll be part of the central N&O team at Spring Europe — a small, agile, and international team focused on improving customer processes and service quality.
Your colleagues are specialists in operations, customer experience, and process improvement, all working toward one goal: smooth collaboration and better service across Europe.
The atmosphere is open, professional, and focused on results.

What we offer

A forward-looking role in an organization that’s constantly evolving. At PostNL, we’re building the e-commerce logistics platform of the future — smarter, faster, and better every day. Your drive and our ambition make a perfect match.

What you can expect:

• A competitive salary between €3.485,36 – €5.280,07 gross per month gross per month (based on 39,25 hours per week).

• Hybrid working with flexible hours plus a €45 net monthly allowance if you work from home two or more days per week.

• 8% holiday allowance and 25 vacation days for full-time employment.

• Travel allowance (NS Business Card or mileage reimbursement).

• Excellent pension plan through the PostNL Pension Fund.

• Laptop (Mac or Windows) and smartphone provided.

• Learning and development opportunities via the PostNL Academy.

• Discounts on holidays, events, and various products.

What you bring

You’re an analytical and people-oriented professional who knows how to bring structure and clarity to complex processes. You enjoy connecting teams and driving improvement across borders.

Your background includes:

• A bachelor’s level

• At least 3 years of experience in customer service, operations, or process management.

• Experience working in an international, cross-functional environment.

• Excellent English communication skills, both written and spoken.

• Solid understanding of CX tools and KPIs.

Next steps

Would you like to have a cup of coffee or tea with us first to learn more about the role or PostNL? We’d love that! Call or email our recruiter, and we’ll schedule a meeting.

During the selection process, we conduct a background check. You’ll be asked to provide a Certificate of Good Conduct (VOG), and we’ll contact your references. A tailored assessment may also be part of the process.

At PostNL, we believe in equal opportunities. All candidates complete an assessment designed to evaluate skills and competencies relevant to the role.

We recruit our own talent — unsolicited agency applications will not be considered.