Customer Service Team Lead

vor 1 Monat

Bomlitz, Niedersachsen, Deutschland International Flavors & Fragrances Vollzeit
Job Title: Customer Service Team Supervisor

We are seeking a highly motivated and experienced Customer Service Team Supervisor to join our dynamic team at International Flavors & Fragrances (IFF). This role is based in Germany and involves guiding a team of Customer Service Representatives towards achieving company goals and promoting a positive team culture.

Key Responsibilities:
  • Management of the Nitrocellulose CSR team in Bomlitz/Neu Isenburg, Germany (~ 50% of the role)
  • Management of the daily activities of the team (absence, holidays, backup, organization, recruitments, separations, conflicts etc...)
  • Team performance management (Definition of objectives, mid-year review, end-of-year review, one-off review)
  • Develop the team from a personal and professional point of view
  • Ensure that the team uses the tools & processes as defined by the Customer Service Center of Excellence
  • Keep the team informed of ongoing changes within the CSR and Business Organization
  • Collaboration with our sales, logistics, planning and finance teams to improve our Order to Cash processes and the service of our customers
  • Use of Key Indicators (On Time Performance / Customer Complaints) to improve customer service in our Pharma business
  • Management of a client portfolio as Customer Service Representative if required during Back-up
  • Interaction with customers in case of escalations with support from the sales team
  • Daily interactions with all the different functions of IFF (Commercial, planning, logistics, quality, finance)
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

IFF is an Equal Opportunity Employer.

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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