Customer Care Team Lead

Jobtailor; Cadolzburg; Vor Ort; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced Customer Care Lead to guide a new operational team from inquiry to resolution, ensuring an excellent customer experience and smooth order processing.

You will optimize end-to-end processes, monitor KPIs and SLAs, and coordinate with Sales, Logistics, Engineering, Product, and Finance, while maintaining bilingual communication in German and English. This role requires hands-on leadership and the ability to scale operations as the business grows.

Qualifikationen

• Completed degree or comparable professional training with a technical, commercial, or operations focus.
• Leadership experience or a strong leadership profile gained in an operational environment (Customer Care, Service, Logistics, Order Processing, Production, or similar).
• Strong customer focus.
• Excellent communication and problem-solving skills.
• Enjoy organizing and developing operational teams and shaping processes.
• Confident handling of basic performance metrics (KPIs, SLAs) and digital tools.
• Very good German and good English language skills.

Aufgaben

• Lead, motivate, and develop an operational Customer Care team.
• Ensure an excellent customer experience from initial inquiry through order processing to final resolution.
• Manage daily operations and monitor relevant KPIs and SLAs.
• Handle escalations and key accounts through transparent, solution-oriented communication.
• Take responsibility for order handling, including order entry, schedule monitoring, and coordination with Logistics, Service, and internal stakeholders.
• Continuously optimize processes throughout the customer journey, including digitalization and efficiency improvements.
• Work closely with Sales, Engineering, Product Management, and Finance.
• Provide operational support in day-to-day business, including complex customer inquiries.

Kenntnisse

Leadership Experience

Customer Focus

KPI Management

Process Optimization

Bilingual Communication

Ausbildung

Completed Degree

Professional Training

Tools

Digital Tools

Jobbeschreibung

• Lead, motivate, and develop an operational Customer Care team
• Ensure an excellent customer experience from initial inquiry through order processing to final resolution
• Manage daily operations and monitor relevant KPIs and SLAs
• Handle escalations and key accounts through transparent, solution-oriented communication
• Take responsibility for order handling, including order entry, schedule monitoring, and coordination with Logistics, Service, and internal stakeholders
• Continuously optimize processes throughout the customer journey, including digitalization and efficiency improvements
• Work closely with Sales, Engineering, Product Management, and Finance
• Provide operational support in day-to-day business, including complex customer inquiries

Requirements

• Completed degree or comparable professional training—ideally with a technical, commercial, or operations focus
• Leadership experience or a strong leadership profile gained in an operational environment (Customer Care, Service, Logistics, Order Processing, Production, or similar)
• Strong customer focus
• Excellent communication and problem-solving skills
• Enjoy organizing and developing operational teams and shaping processes
• Confident handling of basic performance metrics (KPIs, SLAs) and digital tools
• Very good German and good English language skills

Core Competencies

Demonstrates strong leadership in managing operational Customer Care teams while ensuring excellent customer experiences and optimizing processes. Proficient in handling KPIs, SLAs, and fostering collaboration across departments.

Highest-signal resume keywords

• Leadership Experience
• Customer Focus
• KPI Management
• Process Optimization
• Bilingual Communication

Hard Skills

• Order Processing
• Performance Metrics
• Digital Tools
• Operational Support
• Schedule Monitoring

Soft Skills

• Problem-Solving
• Organizational Skills
• Team Development
• Communication Skills

Certifications & Qualifications

• Completed Degree
• Professional Training

Industry Keywords

• Customer Care
• Service
• Logistics
• Operations
• Order Handling