Customer Service Team Leader, Wiesbaden

TN Germany; Wiesbaden; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

Ein etabliertes Unternehmen im Bereich Life Sciences sucht einen engagierten Teamleiter für den Kundenservice in der EMEA-Region. In dieser spannenden Rolle sind Sie verantwortlich für die Führung eines dynamischen Teams, das sich der Bereitstellung herausragender Kundenbetreuung verschrieben hat. Sie werden die Teammitglieder motivieren, schulen und deren Leistung überwachen, um sicherzustellen, dass alle Kundenanfragen effizient bearbeitet werden. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem schnelllebigen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie, Ihre Fähigkeiten einzubringen und das Team zum Erfolg zu führen.

Qualifikationen

• Erfahrung in der Führung und Motivation von Teams erforderlich.
• Fähigkeit zur Analyse und Lösung von Problemen in einem kundenorientierten Umfeld.

Aufgaben

• Leitung und Unterstützung des Kundenserviceteams zur Gewährleistung hervorragender Leistungen.
• Schaffung einer positiven Teamumgebung und Förderung kontinuierlicher Verbesserungen.

Kenntnisse

Team Leadership

Customer Service

Problem Solving

Communication Skills

Organizational Skills

Analytical Skills

Ausbildung

Experience in Customer Support

Commercial Awareness

Tools

Microsoft D365

Salesforce

Jobbeschreibung

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Client:

Location:

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

685ab4c5ee18

Job Views:

2

Posted:

23.04.2025

Expiry Date:

07.06.2025

Job Description:

Description

Bio-Techne is a leading supplier of life science products to the research industry. The company is growing at a fast pace both organically and through acquisitions. The European headquarters is based in Abingdon, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic.

Position Summary

This position will hold responsibility for supporting the management of the customer services team in EMEA, from initial customer contact to following up on the delivery of product to our customers and after sales care. The Customer Service Team Leader is responsible for driving best practice and efficiencies within the team to deliver outstanding customer service to both external customers and internal teams. This is a hands-on role and the team leader will be expected to perform the same duties as their team whilst leading, motivating, monitoring and developing them.

Essential Functions

1. Lead and supervise a team of customer service advisors, providing guidance, support, and ongoing coaching to ensure exceptional performance.
2. Drive best practice and ensure maximum productivity & utilisation.
3. Foster a positive and collaborative team environment, promoting a customer-centric mindset and a culture of continuous improvement.
4. Set performance goals and targets for the team, monitoring progress, and providing regular feedback and performance evaluations.
5. Support with training new team members in company standards, customer service, and job duties.
6. Collaborate with other departments to optimise customer service processes and contribute to the continuous improvement of service delivery.
7. Creation of business KPI’s.
8. Act as a point of escalation for complex customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.

Minimum Requirements/Qualifications:

1. Previous experience of managing people/leading and motivating a team.
2. Demonstrated ability to manage multiple priorities, work under pressure, and meet deadlines.
3. A customer-focused mindset with a commitment to continuous improvement.
4. Proven customer support & training experience essential.
5. Commercial awareness.
6. An understanding of supply agreements.
7. Able to build relationships and a positive and engaging team environment.
8. Need to display an ability to take a logical and analytical approach to solving problems and resolving issues.
9. Possess excellent IT skills.
10. Industry background helpful but not essential.

Qualifications

1. A commitment to total customer satisfaction.
2. Strong organisational and administration skills.
3. Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
4. Analytical skills to aid business performance and help identify trends.
5. Excellent command of the English language both written and verbal.
6. Working knowledge of Microsoft D365 and or Salesforce desirable but not essential.
7. Additional language skill desirable not essential.

Personal Qualities:

1. Ability to demonstrate a passion for customer service.
2. Exceptional attention to detail, time management, and organizational skills.
3. You will love to problem solve and have a creative flare for innovation.
4. Ability to perform a wide variety of tasks and multi-task efficiently.
5. Professional demeanour.
6. Excellent written and verbal communication skills.
7. Ability to remain calm under pressure.
8. Feel comfortable working in a fast-paced environment.
9. Ability to build strong relationships with all stakeholders.
10. You will be a strong brand ambassador.

EPIC Attributes:

1. Empowerment: Set goals and monitor KPI’s for the direct reports. Assess results and adapt as necessary to ensure continuous improvement of team.
2. Passion: Provide guidance and support to other team members and departments.
3. Innovation: Outstanding problem solving and interpersonal skills. Self-directed and creative.
4. Collaboration: Work closely with all departments within EMEA to ensure superior customer support.

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.