Team Lead Customer Service Germany/Benelux/Switzerland

Mercury Marine; Petit-Rechain; Hybride; EUR 45 000 - 57 000; Plein temps

Résumé du poste

A global marine leader is seeking a Customer Service Team Leader for the Germany/Benelux/Switzerland region. The role involves overseeing order handling, ensuring customer satisfaction, and managing a team. Candidates must be fluent in German, Dutch, and English, with a strong background in international trade and customer service. This position offers a competitive salary and various employee benefits, emphasizing opportunities for personal and professional growth.

Prestations

Annual bonus plan (target 5%)

Meal vouchers

Extra vacation days

Group pension plan & hospitalization insurance

Remote work possibility

Access to LinkedIn Learning

Qualifications

• Fluent in German, Dutch, and English; French is a plus.
• Experience in customer service and handling orders.
• Ability to develop improvement plans based on customer feedback.

Responsabilités

• Oversees customer orders and handles inquiries.
• Leads the Customer Service team for designated markets.
• Ensures timely order delivery and customer satisfaction.

Connaissances

International trade knowledge

Good working knowledge of MS Office

Fluent spoken and written language (German, Dutch, English)

Knowledge about credit and grants instruments

Basic technical knowledge of the product range

Formation

Degree in International trade or equivalent experience

Description du poste

Overview

Are you ready for what’s next? Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation.

The Customer Service Team Leader Germany/Benelux/Switzerland oversees the handling of customers’ orders and provides guidance to deliver the best possible service in relation to billing inquiries, service requests, suggestions and complaints. With deep knowledge of systems and processes and collaboration with other departments, the Customer Service Team Leader will ensure orders are delivered on time as per customer request and inquiries are answered in a timely and high-quality manner. The Customer Service Team Leader is also in charge of direct customer service duties for specific markets and ensures back-up plans between team members.

Accountabilities

• Processes customer orders according to sales conditions and in line with company policies in his/her respective countries.
• Checks and follows the credit situation and the product allocation versus priorities.
• Handles consignments orders.
• Provides timely responses to customer inquiries by telephone and/or email consistent with service and quality standards.
• Works with the customer on shipment planning and, if necessary, gives instructions to Distribution Center for the physical preparation of the orders.
• Communicates product availability to dealers on a weekly basis.
• Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.
• Provides customer services relating to sales, sales promotions, prices.
• Answers first-level technology questions.
• Develops improvement plans in response to customer surveys.
• Supports the preparation of Boat Shows by coordinating product bookings, shipments and returns.
• Participates in various process improvement initiatives related to Customer Service.
• Takes responsibility for cross-departmental projects improving processes and efficiency.

Team leader accountabilities

• Helps implement tools to analyze and monitor tasks and responsibilities to improve work efficiency and collaboration (inter-departmental and with customers).
• Proposes individual goals and objectives for the Customer Service team to the Service Manager.
• Ensures backup plans in absences.
• Interfaces with other departments.
• Manages the dealer and distributor accounts for completeness in the different systems (as well as owning the onboarding process).
• Interacts closely with the Demand Planner and the Service Manager regarding monthly S&OP calls, availability lists, ATS lists, freezing period lists, invoice checklists, boat show file updates and signals any shortcomings with incompleteness or wrong functioning of these files.
• Leads the go-to-market reporting of orders for the dealer network (weekly reports).

Skills & Knowledge

• International trade knowledge/degree or equivalent by experience
• Good working knowledge of MS Office
• Fluent spoken and written language required for the area: German, Dutch, English. French is a plus
• Knowledge about credit and grants instruments and tools, and how and when to use them
• Basic technical knowledge of the product range

Our Offer

This exciting position is classified as Global Grade 9 and offers a salary range between €45,000 to €56,500 (payable in 13.92 instalments). Please be aware that this range represents the pay scale for all positions within the job grade in which the post falls. The actual salary offer will consider a wide range of factors, including skills, experience, and location (country).

In addition to the competitive salary, we offer the following benefits:

• An Annual Bonus Plan with a target of 5% of the annual salary;
• Meal vouchers with a face value of 8€;
• 5 extra-legal vacation days;
• Group Pension, Disability Plan & Hospitalization Insurance;
• The possibility to partially work from home;
• Free access to LinkedIn Learning to support your personal growth;
• A unique, fun and rewarding work environment that fosters individual growth and rewards performance in the Marine segment of the recreational industry

Next is Now! We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Brunswick is committed to providing a workplace that offers equal employment opportunities based solely on merit. Therefore, discrimination based on race, color, religion, sex, national origin, disability, veteran status or any other protected status under applicable local, state or federal law is not tolerated.

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#Brunswick Corporation - Mercury Marine