Head of Customer Service
vor 1 Monat
It’s not our work – it’s our passion Personal Excellence is a leading HR consultancy in payment, e-commerce and customer service. We support well-known clients in recruiting executives as well as senior experts. Due to our specific market knowledge and our comprehensive network and the sustainable, fair and cooperative relationships with our clients and candidates, we are able to bring together the top candidates with top clients.
Our client holds leading market positions worldwide and its brand-name product business is continuously expanding. In this fast moving sector, success depends on constant innovation and high-quality products. Are you ready to work in a challenging, but also glamorous and dynamic environment? If you share a passion for hair and beauty, this is the place to start your career.
We are looking for a
Head of Customer Service (m/w) Beauty CareThe Customer Service team, as a part of Supply Chain, ensures that they meet or exceed the company’s commitment to their customers through the efficient management and development of the order-to-cash process, as well as the prompt resolution of customer issues. The Customer Service
is the primary contact for all customers and field sales inquiries regarding product availability and
delivery of information. The Customer Service team also takes care of strategic Customer Collaboration Management by working on dedicated customer projects and improvement strategies.
Key Responsibilities
- Supervise the activities of the customer service administrators to maintain and enhance customer relationships and ensure a well-working OTC-process
- Support business growth through developing efficient and high-performing customer service & collaboration
- Handle complex and escalated customer service issues
- Interact with internal and external customers to resolve issues and work together with your Customer Collaboration Manager on strategic projects
- Develop and maintain pro-active business relationships with customers, key account management, stakeholders in Supply Chain and the German management team
- Make appropriate decisions based on knowledge of the business strategy and goals of each customer and the company
- Identify and implement strategies to improve quality of service, efficiency of the OTC-process and profitability
- Measure levels of customer satisfaction and strive to continuously improve KPIs
- Enforce best practice processes across functional areas in scope
- Elaborate the field of digitalization to recommend process changes for increased efficiency of operations and service to customers
- Lead and develop a team of 10 employees
- Support the team to achieve defined targets and maximize customer satisfaction
Key Experience
- 5-7 years of relevant experience in a supply chain function, preferably customer service
Key Skills
- University degree in Business Administration, ideally focused on supply chain management
- Experience in a team leader role
- Strong organizational skills, a process-driven mindset, as well as a goal-oriented approach
- Team-oriented, flexible and analytical personality as well as a high degree of self-initiative
- Desire to take on a high level of responsibility
- Strong communication, negotiation and presentation skills
- Solid decision-making and effective problem-solving skills
- Firm knowledge of MS-Office; especially profound Excel skills are required
- Experience with SAP is highly advantageous
- Fluent German and English
We assure to treat your application confidentially and to respect restriction notices.
Are you interested in the position? We are looking forward to receiving your complete
application (cover letter, resume) stating your salary expectations and your earliest possible starting date with the code HOCS091318 by e-mail: bewerbung@personal-excellence.de
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