Customer Services Team Leader EMEA

By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

Reports To: Customer Services Manager

Location: Dusseldorf, Germany (on-site)

Hours of Work: 40 hours per week

No. of Direct Reports: Up to 7

Start date: April 2026

Position Summary

Lead, innovate, and transform how we support customers across EMEA

We are looking for a dynamic and hands-on Customer Service Team Leader with a proven track record of driving efficiency and fostering strong customer relationships supporting the success of our new Customer Experience Center in Düsseldorf to help drive the business.

Passionate about transforming customer support beyond traditional call center roles, leveraging technology and smart processes to boost efficiency and deliver lasting value.

Experienced in leading EMEA customer service teams, managing the end-to-end customer journey from initial contact to post-sales support.

Tech-savvy, results-oriented, and committed to continuous improvement and innovation in customer service.

Essential Functions

• Lead and supervise a team of customer service advisors, providing guidance, support, and ongoing coaching to ensure exceptional performance.
• Actively participate in daily customer service operations alongside the team, processing orders, handling cases, and addressing complaints while also supervising and coaching team members.
• Participate in AI-driven initiatives and technology projects to enhance customer support efficiency, data insights, and automation capabilities.
• Foster a positive and collaborative team environment, promoting a customer-centric mindset and a culture of continuous improvement.
• Set performance goals and targets for the team, monitoring progress, and providing regular feedback and performance evaluations.
• Support with training new team members in company standards, customer service, and job duties
• Collaborate with other departments to optimize customer service processes and contribute to the continuous improvement of service delivery.
• Contribute to sales-oriented strategies by identifying opportunities to upsell or cross-sell, supporting business growth while maintaining excellent customer service standards.
• Develop, monitor, and report on business KPIs to measure team performance, service quality, and customer satisfaction.
• Act as a point of escalation for complex customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.

Qualifications & Skills:

• Bachelor's degree or equivalent in Hospitality, Business, Marketing, Life Sciences, or a technology-related field
• Proven experience leading and developing high-performing customer service teams
• Customer-focused mindset with a commitment to continuous improvement
• Ability to manage priorities, work under pressure, and meet deadlines
• Commercial awareness and understanding of supply agreements
• Strong problem-solving, analytical, and decision-making skills
• Excellent communication and interpersonal skills; able to build strong relationships
• Tech-savvy with proficiency in IT systems; Microsoft D365 or Salesforce experience a plus
• Fluent in English and German; additional languages a plus
• Organized, detail-oriented, and able to multitask efficiently
• Passion for innovation, delivering exceptional service, and promoting a positive team culture

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.

Why Join Bio-Techne:

• We offer competitive wages along with extensive benefits for employees and their families.
  
• We invest in our employees' financial futures through retirement programs and an employee stock purchase plan.
  
• We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
  
• We offer an international and diverse working environment, enriched by employee resource groups; volunteer and charity events; and employee events that build a culture of caring and belonging.
  
• We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.
  

Bio-Techne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.