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Customer Service Team Lead
vor 4 Wochen
Job Summary
We are seeking a highly skilled Customer Service Team Lead to join our team at tesa. As a key member of our customer-facing team, you will be responsible for ensuring smooth and efficient execution of day-to-day operations.
Key Responsibilities
- Act as the initial point of escalation for assigned Customer Representatives (CSR) and Sales teams.
- Follow-up on defined KPIs to monitor process performance and support the Customer Support Manager (CSM) in defining corrective actions.
- Coordinate local implementation of regional harmonization and digitalization initiatives in close collaboration with Local Key Users (LKU).
- Drive change processes related to new processes/tools implementation and ensure a positive customer and employee experience.
- Coordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and others.
- Support the CSM in gathering data on customer complaints, concerns, and product returns, and analyze for root and recurring causes.
- Support in planning and organizing training for CSR to improve customer service skills in close collaboration with LKU.
- Participate in international projects as needed.
Requirements
- University degree or equivalent knowledge in Business Administration, Supply Chain Management (SCM), or related studies.
- 3+ years of relevant professional experience in an international, matrix-organized company.
- Experience in Customer Service or other direct customer-facing roles.
- 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 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 (Word, Excel, Outlook) 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 the willingness to occasionally travel.
