Operationeel Teamleider/ Customs Operations Team Leader (Rotterdam)

Job description

About Customs Support Group Customs Support Group (CSG) is Europe’s leading independent customs services provider. Founded in 1964, we operate in 14 European countries with 100+ offices and a team of 1,700+ customs professionals . We help companies move goods across borders smoothly and compliantly, taking the pressure out of customs. What we do : We support more than 60,000 clients and process over 20 million declaration lines each year . From day‑to‑day customs declarations to compliance, duty optimization and trade advice, we make cross‑border trade easier and more predictable. How we work: We combine local customs expertise with modern digital tools to handle large volumes accurately and at speed. Our technology helps teams work smarter, reduces manual effort, and improves turnaround times. In markets like the UK, this already led to clear productivity gains. Why it matter: Customs rules are becoming more complex and mistakes are costly. Delays, compliance risks and unclear regulations can slow businesses down. CSG helps clients stay compliant, reduce risk and keep their supply chains moving. Why Join Us At CSG, you will be part of a growing international organization that is improving how customs work gets done. You will: Work with experienced customs professionals and technology teams Gain exposure to international trade and complex supply chains Contribute to services that have a real impact on global commerce This is a chance to build a career in a stable but evolving industry, where expertise and good judgement still matter. What is the purpose of the role? “To coordinate, facilitate, and ensure quality and efficiency; transforming processes from ‘manual declarations’ to ‘automated, error-free, and compliant workflows’.” The Operations Team Leader is responsible for the daily coordination and management of a team of Customs Declarants, while ensuring quality, compliance, and process efficiency. In close collaboration with the Branch Manager, you translate strategic objectives into concrete team and operational results. The Branch Manager and Operations Team Leader work in a complementary manner. However, overall responsibility for the team remains with the Branch Manager. Key Responsibilities Daily Operational Coordination Assign customs declarations and monitor progress. Proactively manage workload peaks in real time, with a strong focus on digitalization. Escalate operational bottlenecks and issues to the Branch Manager. 2. Quality Assurance & Coaching/Training Conduct quality reviews and sample checks. Identify recurring errors and areas for improvement. Provide substantive feedback and share findings with the Branch Manager. Deliver additional training and coaching when required. 3. Compliance & Regulatory Oversight Ensure correct application of customs regulations, occupational health and safety legislation, and GDPR requirements. Support and follow up on internal and external audits and inspections. Monitor compliance with obligations arising from customs authorizations, including declaration deadlines, claims handling, and other AEO-related responsibilities. 4. Continuous Improvement Initiate and oversee improvement initiatives related to processes, systems, and working methods. Contribute to the delivery of high-quality services. Support strategic change initiatives in cooperation with the Branch Manager. 5. Digitalization Identify manual and labor-intensive processes that can be automated through interfacing, Intelligent Document Processing (IDP), or data entry outsourcing in order to achieve KPIs and business objectives. Promote and monitor the use of digital tools within the operational team. Identify disruptions or opportunities related to digitalization and escalate them to the Digital Lead/Team, customer, or Branch Manager. 6. Stakeholder Management Coordinate with internal and external stakeholders, including customers, other branches/departments, and government authorities. 7. Culture & Team Environment Foster a safe, open, quality-focused, and performance-driven working environment where collaboration is prioritized. 8. Problem Solving Act as the first point of contact for operational issues. Identify bottlenecks and escalations in a timely manner. Take proactive corrective actions in consultation with the Branch Manager. 9. Reporting & Analysis Provide input based on analyses of volumes, suspense accounts, KPIs, and Quarterly Business Reviews (QBRs). 10. Customer Management Conduct customer check-ins. Manage complaints and claims in consultation with the Branch Manager. Maintain operational customer relationships to ensure high-quality service delivery. Key Result Areas & KPIs: Operations Effectiveness Number of completed declarations per FTE per working day versus target. Digitalization Identify and implement automation opportunities through interfacing, IDP, or data entry outsourcing to achieve KPI targets. Compliance & Audits Ensure the quality and accuracy of declarations. Ensure timely follow-up on declaration and claims deadlines. Monitor compliance with AEO requirements and customs authorizations. Oversee internal and external audit execution. Quality Actively contribute to the “One Way of Working” project to establish a standardized nationwide operating model. Capacity Planning Monitor current and forecasted workload volumes in relation to staffing levels. Customers & Commercial Performance Customer Satisfaction (NPS / CSAT / Customer Check-Ins) Measure customer satisfaction with service quality and customer interactions. Service Quality (Optional) Monitor declaration turnaround times and error rates (≤ X% deviations). Proactive Reporting Report unexpected volume fluctuations or operational deviations to the Branch Manager in a timely manner. Digitalization Increase the share of automated data processing (IDP/interfaces) within the team (e.g., +Y% per quarter). Team & People Performance Management Achievement rate of individual and team KPI and performance objectives. Culture Foster a positive culture focused on accuracy, accountability, and customer orientation. Change Management(Optional) Drive change initiatives in consultation with the Branch Manager. Change Management Implementation Support Ensure timely and error-free adoption of new systems and procedures within the team. Feedback Loop Deliver quarterly reports with improvement recommendations and lessons learned for the Branch Manager. Candidate Profile Education & Professional Level MBO+ / HBO level of working and thinking. Educational background in customs logistics, business administration, international trade, or supply chain management. Proven Track Record Minimum of 2 years' experience in a coordinating role with responsibility within customs logistics, customs operations, or supply chain environments. Demonstrated success in maintaining and improving operational processes within a structured working environment. Customs & Compliance Knowledge Strong knowledge of customs legislation, regulations, and compliance requirements. Ability to oversee audits and inspections and ensure adherence to procedures. Continuous Improvement Results-driven mindset in implementing new processes, systems, and working methods. Skilled in building stakeholder buy-in, managing resistance, and embedding continuous improvement. Language Skills Good command of both Dutch and English, written and spoken. Personality & Motivation Flexible and resilient: able to adapt quickly in a dynamic customs environment. Hands-on mentality: willing to dive into operational details when necessary and lead by example. Quality-oriented: committed to achieving error-free work and complying with defined standards.