Customer Service Manager (B2B) - Build & Scale

Are you an experienced people manager who thrives in a dynamic B2B environment? Do you enjoy building teams, professionalising processes, and taking customer service from reactive to proactive? Then this role at Wispex offers you the opportunity to make real impact.

As Customer Service Manager, you will lead and further develop our Customer Service department. You take ownership of daily operations while actively strengthening customer relationships, improving service quality, and preparing the team for scalable growth.

About Wispex

Founded in 1995 as a family business, Wispex specializes in handling customs clearances and transit documents for a wide range of clients. With a dedicated team of experienced customs brokers, transit specialists, and support staff, we ensure the timely and professional processing of various customs declarations in the Netherlands, Belgium, Germany, and the United Kingdom.

As an active member of Fenex, we stay up to date with the latest customs developments and continuously adapt our processes accordingly. Our rapidly growing client base includes both small and large, nationally and internationally renowned logistics service providers, importers, and exporters.

Our Culture

While we are not physically involved in the logistics process, we fully understand the importance of our services within the supply chain. Our “24/7 mentality” ensures that our clients’ transport flows smoothly around the clock. Our fast-expanding customer base ranges from small to large national and international logistics providers, importers, and exporters. You will play a key role within this client group and within our organization. As our customer base grows, so does our company, creating plenty of room for your own ideas and contributions.

We work in a B2B environment where speed, accuracy, reliability, and clear communication are essential. As our customer base grows, so does our organization. This creates room for initiative, improvement, and ownership.

Your Role

As Customer Service Manager, you are responsible for leading and developing the Customer Service team. You work closely with the Head of Commerce and Operations teams and act as the connecting link between customers and internal stakeholders.

You will play a key role in transforming customer service from a primarily reactive support function into a proactive B2B partner for our customers.

Your responsibilities include

• Leading the Customer Service team

  Coach, motivate, and develop your team while fostering a customer-focused, performance-driven culture. You lead by example and remain hands-on when needed.

• Driving proactive and outbound customer engagement

  Shift the team towards outbound customer contact: anticipating issues, providing updates, identifying improvement opportunities, and strengthening long-term relationships.

• Defining and managing KPI’s and service quality

  Set clear KPIs (e.g. response times, resolution quality, customer satisfaction, proactive touchpoints), monitor performance, and drive continuous improvement.

• Acting as central point of contact

  Ensure strong alignment between Customer Service, Sales, Operations, and key customers.

• Building and scaling the department: You have the freedom and responsibility to shape processes, roles, and structure to support growth, scalability, and professionalization.

What do you bring to the table?

• 2–4 years of experience in a similar role (e.g. Senior Customer Service Officer, Team Lead), preferably in a B2B environment

• Experience in logistics, customs, or port-related operations is a strong advantage

• Proven people management and coaching skills

• A hands-on, ownership-driven mindset

• Proactive, solution-oriented, and comfortable with outbound customer contact

• Ability to balance operational responsibilities with process improvement

• Strong communication skills, both internally and externally

What do we offer?

• A competitive salary, based on experience and capabilities

• 8% holiday allowance, overtime compensation

• Pension scheme, vacation days, and hybrid working options

• Internal and external training opportunities

• A role with high autonomy and visible impact on how the department is built

• A dynamic, international B2B environment where service quality is business-critical

• A fast-growing organization with room for initiative and career development

• A small, energetic team with a “work hard, play hard” mentality

• A modern office in the heart of Rijswijk, easily accessible by public transport

How to apply
Interested in this position? Apply via the button below by uploading your  CV and motivation letter. Your contact person for this vacancy is Kiron Zaal. We will get in touch with you as soon as possible.