Customer Service Team Lead

vor 4 Wochen

Norderstedt, Schleswig-Holstein, Deutschland tesa Vollzeit
Job Description

Job Summary

We are seeking a highly motivated and experienced professional to join our team as a Customer Service Team Lead. In this role, you will be responsible for leading our customer service team, ensuring smooth and efficient execution of day-to-day operations, and acting as the initial point of escalation for assigned customer representatives and sales teams.

Key Responsibilities

  • Lead the customer service team to ensure high customer satisfaction and efficient process execution
  • Act as the initial point of escalation for assigned customer representatives and sales teams
  • Monitor process performance and support the Customer Support Manager in defining corrective actions
  • Coordinate local implementation of regional harmonization and digitalization initiatives
  • Drive change processes related to new processes and tools implementation
  • Coordinate regular communication with other departments
  • Support the Customer Support Manager in gathering data on customer complaints and analyzing root causes
  • Support in planning and organizing training for customer service representatives

Requirements

  • University degree or equivalent knowledge in Business Administration, Supply Chain Management, or related studies
  • 3+ years of relevant professional experience in an international, matrix-organized company
  • Experience in customer service or direct customer-facing roles
  • Team player with ability to connect to different parts of the organization
  • Passionate about walking the change and comfortable with ambiguity
  • Desire to challenge the status quo and take purposeful actions to transform towards future needs
  • High digital affinity and passion to work with digitalized systems and processes
  • Good SAP SD, CRM, Esker, and MS Office user skills
  • Very good written and spoken English skills (C1 level or higher)
  • Very good written and spoken German skills (C1 level or higher)
  • Motivated to collaborate in an international environment with occasional travel

What We Offer

As a Customer Service Team Lead at tesa, you will have the opportunity to work in a dynamic and international environment, driving change and improvement processes to enhance customer satisfaction and experience.

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