Customer Service Team Lead

vor 4 Wochen

Bomlitz, Niedersachsen, Deutschland International Flavors & Fragrances Vollzeit

Job Description

We are seeking a highly motivated and experienced Customer Service Team Lead to join our dynamic team at International Flavors & Fragrances. This role is based in a global environment and involves managing a team of customer service representatives towards achieving company goals and promoting a positive team culture.

As a Customer Service Team Lead, you will cultivate an atmosphere of collaboration and communication, while equipping team members with the necessary tools for success. You will also strategize and implement initiatives to enhance team performance, productivity, and quality of work in the company.

Part of the role will also be to manage a client portfolio as a Customer Service Representative if required. The role involves direct daily contact with customers and internal stakeholders, maintaining and improving the high level of customer service that IFF is proud of.

Your Main Responsibilities

  • Customer Service Team Lead: Management of the customer service team, including team performance management, team development, and ensuring that the team uses the tools & processes as defined by the Customer Service Center of Excellence.
  • Sales Support: Quarterly review of commission statements, annual review of rebate statements, participation in cross-functional working groups to improve processes that have a direct impact on customers, and follow up and support in processing customer complaints.

Requirements

  • 5 years of experience as a CSR.
  • 2 – 3 years of experience supervising teams.
  • Excellent communication (verbal and written), interpersonal and problem-solving skills.
  • Continuous improvement mindset for customer service.
  • Able to work in an international environment between the different functions of our organization.
  • Ability to listen.
  • Ability to work in a tense Supply Chain environment.
  • Strong leadership and organisational skills.
  • Fluent in English, another language is a plus.

Preferred Skills and Qualifications

  • Certifications in leadership, project management or other relevant areas.
  • Excellent analytical and decision-making acumen.
  • Bachelor's degree in a relevant field, such as business administration or management.
  • Knowledge of SAP ERP - Order To Cash.
  • Knowledge of international market rules, Incoterms, secured payment terms.
  • Sales Force - CMR.

International Flavors & Fragrances is an Equal Opportunity Employer.

We believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex or veteran status. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability.

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