Customer Service Team Lead for International Operations

Vor 4 Tagen

Norderstedt, Schleswig-Holstein, Deutschland tesa Vollzeit
About the Role

We are seeking a highly skilled Customer Service Team Lead to join our international team. This is an exciting opportunity to take on a functional lead role, ensuring smooth and efficient execution of day-to-day operations.

Key Responsibilities
  1. Leadership and Coordination: Act as the initial point of escalation for assigned Customer Representatives (CSR) and Sales teams, providing individual support and guidance.
  2. Process Monitoring and Improvement: Follow-up on defined KPIs to monitor process performance, identify areas for improvement, and collaborate with the Customer Support Manager to develop corrective actions that maintain high customer satisfaction.
  3. Regional Harmonization and Digitalization: Coordinate local implementation of regional harmonization and digitalization initiatives in close collaboration with Local Key Users (LKU).
  4. Change Management: Drive change processes related to new processes/tools implementation, ensuring a positive customer and employee experience.
  5. Communication and Collaboration: Coordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and others.
  6. Root Cause Analysis: Support the Customer Support Manager to gather data on all customer complaints, concerns, and product returns, analyzing root and recurring causes.
  7. Training and Development: Support in planning and organizing training for CSR to improve customer service skills, in close collaboration with LKU for system and process trainings.
  8. International Projects: Participate in international projects as needed.
About You
  • Education: University degree or equivalent knowledge in Business Administration, Supply Chain Management (SCM), or related studies.
  • Experience: 3+ years of relevant professional experience in an international, matrix-organized company, preferably in Customer Service or direct customer-facing roles.
  • Skills and Qualifications: Team player with ability to connect to different parts of the organization; passionate about walking the change and comfortable in dealing with ambiguity; desire to challenge 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

We offer a competitive salary, estimated at around $80,000 - $110,000 per year, depending on location and experience. In addition, you will have the opportunity to work in a dynamic international environment, with a chance to participate in international projects and develop your skills and expertise.

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