Head of Customer Service

Vor 6 Tagen

Berlin, Berlin, Deutschland Melt Group Vollzeit 90.000 € - 120.000 € pro Jahr

From
Melt Group,
we are looking for a
Head of Customer Service
to lead, coordinate, and develop the company's Customer Service department, managing a large team and ensuring excellent service at both national and international levels. The role will also drive process implementation, digital transformation, and change management, fostering a customer-centric and continuous improvement culture.

Main responsibilities will include:

  • Leading and motivating the Customer Service team, ensuring the achievement of objectives and quality standards.
  • Planning and supervising the daily operations of the department, optimizing resources and improving efficiency.
  • Implementing, standardizing, and optimizing internal processes in line with the company's strategy.
  • Coordinating and executing digitalization and transformation projects within the department.
  • Managing the implementation and optimization of the SAP ERP system to maximize its use in Customer Service operations.
  • Developing and implementing KPI indicators to improve performance and customer satisfaction.
  • Acting as a change management agent, promoting the adoption of new methodologies and tools.
  • Traveling regularly (30% of the time) to production plants and work centers to supervise, align, and enhance processes.
  • Working closely with other departments (Sales, Production, Logistics, IT) to ensure efficient information flow.
  • Representing the department before clients and internal stakeholders, encouraging communication and collaboration.

Requirements:

  • Languages: English and German at C1 level.
  • Minimum of 8 years of leadership experience in Customer Service roles within industrial and multinational environments.
  • Proven experience in managing large (minimum 15 people), multidisciplinary teams.
  • Solid knowledge and hands-on experience with SAP ERP.
  • Demonstrated experience in process implementation and digitalization within industrial companies.
  • Strong communication skills, leadership abilities, and change management experience.
  • Willingness to travel 30% of the time.
  • Results-oriented and able to work under pressure.
  • University degree in Business Administration, Economics, International Trade, or similar.

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