Customer Service Team Leader

Vor 6 Tagen

Sindelfingen, Deutschland Stokke Vollzeit

We are currently looking to fill the position Customer Service Team Leader, based in Sindelfingen.

This is a challenging role which will require you to manage a group of Customer Services Reps in supporting the Retailer and Consumer business in DACH area.

Retailer support covers the entire chain of direct and indirect B2B business from the early stages of managing Retailer/Distributor prospects and onboarding to order handling, logistics support, reclamations, financial matters like credit notes and external communication like Newsletters and Price Lists.

On the Consumer facing side the team takes care of the all pre

Furthermore, the Customer Service Team Leader also manages team recruitment and development, with a special focus on coaching and qualification, and also support the day-to-day collaboration with external CS outsourcing partners.

**These are the main responsibilities**:

- Oversee day-to-day team operations, monitoring quality and compliance, including hands-on support
- Balance the workload between the B2B and B2C support flows as required
- Develop operational processes in-line with Stokke strategic direction and local market requirements
- Plan, report monitor and improve Service Levels (e.g. case handling times, availability)
- Improvement of Customer Service satisfaction (NPS)
- Implementation of new support channels and technologies
- Coaching, Training and team competency development
- Project Coordination on both CS and cross-functional level

**These are the requirements**:

- Commercial Education
- Min 2 years’ experience in a Customer Service Role
- Fluent in German and English. Any other European language would be a plus
- Ability to understand and support both the B2B and B2C side of the Stokke business
- Familiar with state-of-the-art Consumer support channels and methodologies
- Strong communicator and service mentality
- Ability to work in cross-functional teams and in a multicultural environment

**Why join Stokke?**
- You will be a part of a company that creates smart and sustainable premium products, that through bonding between child and parent stimulate the child’s development.
- If you want to commit to create high quality products, designed for children and generations to come, we want you to be a part of our team.
- An international career and learning opportunities in a rapidly growing company that creates smart and sustainable premium products that stimulate children’s development.
- Located in the Sindelfingen office you will be provided with a subsidized gym membership within the building, fresh fruits, coffee, tea, free parking and subsidized lunch options.
- Our company values define who we are, what we believe and what we stand for. At Stokke, we are truly better together as ONEStokke. We take pride in our social happenings, celebrating our international and diverse atmosphere with events such as Christmas or a summer party.

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