Assistant Customer Service Manager

<p><span>Are you energized by a fast-paced environment, international shipping, and leading people where the action happens? </span></p><p><span><br>Join DFDS in the vibrant harbour of Ghent, at the heart of one of Europe’s key maritime hubs, and contribute to world-class shortsea shipping. We are currently looking for an Assistant Customer Service Manager to strengthen our Customer Service team and play a key role in delivering an excellent and consistent customer experience.</span></p><div><figure data-alignment="left" class="relative" style="width:fit-content;margin-left:0px;margin-right:auto;"><img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAYAAAAfFcSJAAAAAXNSR0IArs4c6QAAAARnQU1BAACxjwv8YQUAAAAJcEhZcwAADsMAAA7DAcdvqGQAAAANSURBVBhXY2BgYGAAAAAFAAGKM+MAAAAAAElFTkSuQmCC" alt="" title="" height="2" data-alignment="left"></figure></div><div><p><span><strong>About the role</strong></span></p></div><div><p></p><p><span>You will work closely with the Customer Service Manager to ensure smooth daily operations, high service quality, and strong team coordination. The role is closely connected to route operations, meaning you will also play a part in supporting business continuity outside standard office hours when needed.</span></p></div><div><p><span>While this is not a formal people management role, you will act as a key support to the team and step in as backup for the Customer Service Manager during absence (e.g. holidays or sick leave). In addition, you will contribute to both local and global customer experience initiatives. You will be reporting directly to the Route Director Belgium.</span></p><p></p></div><div><figure data-alignment="left" class="relative" style="width:fit-content;margin-left:0px;margin-right:auto;"><img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAYAAAAfFcSJAAAAAXNSR0IArs4c6QAAAARnQU1BAACxjwv8YQUAAAAJcEhZcwAADsMAAA7DAcdvqGQAAAANSURBVBhXY2BgYGAAAAAFAAGKM+MAAAAAAElFTkSuQmCC" alt="" title="" width="-18" height="-18" data-alignment="left" style="height:auto;"></figure></div><div><p><span><strong>Key Responsibilities</strong></span></p></div><div><p></p><p><span>In this role, you will combine operational involvement with team support and continuous improvement:</span></p></div><div><p></p></div><div><ul><li><p><span>Support daily customer service operations, ensuring efficient handling of bookings, requests, and issue resolution</span></p></li></ul></div><div><ul><li><p><span>Act as a senior point of support for the team, helping to guide priorities, resolve escalations, and maintain high service quality</span></p></li></ul></div><div><ul><li><p><span>Work closely with Route Operations, supporting the handling of operational disruptions and ensuring a seamless customer experience</span></p></li></ul></div><div><ul><li><p><span>Provide operational support outside standard hours when required, including occasional weekend/on-call coverage (approximately once per month, with increased needs during peak and holiday periods)</span></p></li></ul></div><div><ul><li><p><span>Act as backup for the Customer Service Manager, supporting coordination and decision-making during periods of absence</span></p></li></ul></div><div><p></p></div><div><p><span>Alongside daily operations, you will also contribute to improvement initiatives:</span></p></div><div><p></p></div><div><ul><li><p><span>Support the rollout of global Customer Experience initiatives, in collaboration with the central CX team</span></p></li></ul></div><div><ul><li><p><span>Contribute to local projects focused on improving processes, efficiency, and service quality</span></p></li></ul></div><ul><li><p><span>Identify improvement opportunities based on customer feedback and operational insights</span></p></li></ul><p></p><div><figure data-alignment="left" class="relative" style="width:fit-content;margin-left:0px;margin-right:auto;"><img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAYAAAAfFcSJAAAAAXNSR0IArs4c6QAAAARnQU1BAACxjwv8YQUAAAAJcEhZcwAADsMAAA7DAcdvqGQAAAANSURBVBhXY2BgYGAAAAAFAAGKM+MAAAAAAElFTkSuQmCC" alt="" title="" height="2" data-alignment="left"></figure></div><div><p><span><strong>Who You Are</strong></span></p><p></p></div><div><p><span>You are an experienced customer service professional who is ready to take on more responsibility. </span></p><p></p></div><div><ul><li><p><span>You have solid experience in customer service, preferably within logistics, transport, or a similar operational setting</span></p></li></ul></div><div><ul><li><p><span>You are motivated to t