Sales / Customer Service

tesa; Norderstedt; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A leading company in the adhesive technology sector in Norderstedt is looking for a Functional Lead to oversee customer operations. The ideal candidate possesses a university degree, over 3 years of experience in customer service, and strong communication skills in English and German. This role requires a passionate leader who can drive change and digital initiatives to improve customer satisfaction.

Qualifikationen

• 3+ years of relevant professional experience in an international, matrix-organized company.
• Experience in Customer Service or other direct customer facing roles.
• Very good English and German skills (C1 level or higher).

Aufgaben

• Lead the team for day-to-day operations and performance monitoring.
• Coordinate local and international projects to enhance customer service.
• Support training for Customer Representatives.

Kenntnisse

Customer Service Skills

Team Collaboration

Digital Systems Proficiency

Ausbildung

University degree in Business Administration, Supply Chain Management or related

Tools

SAP SD

CRM Systems

MS Office

Jobbeschreibung

What you will do Take over the functional lead for the team, to ensure smooth and efficient execution of day-to-day operationsAct as the initial point of escalation for assigned Customer Representatives (CSR) and Sales (individual support, etc.)Follow-up on defined KPIs to monitor the process performance and support Customer Support Manager (CSM) to define corrective actions if needed to maintain high customer satisfactionCoordinate local implementation of regional harmonization and digitalization initiatives in close collaboration with Local Key Users (LKU)Actively drive change processes related to new processes/tools implementation and ensure a positive customer and employee experienceCoordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and othersSupport CSMto gather data on all customer complaints, concerns and product returns and analyze for root and recurring causesSupport in planning and organizing training for CSRto improve customer service skills in close collaboration with LKU in case of system and process trainingsParticipate in international projects on need basis What you will need University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM) or related studies3+ years of relevant professional experience in an international, matrix-organized companyExperience in Customer Service orother direct customer facing rolesTeam player with ability to connect to different parts of the organizationPassionate to walk the change and comfortable in dealing with ambiguityDesire to challenge status quo and take purposeful actions to transform towards the future needsHigh digital affinity and passion to work with digitalized systems and processesgood SAP SD, CRM, Esker and MS Office (Word, Excel, Outlook) user skillsVery good written and spoken English skills (C1 level or higher)Very good written and spoken German skills (C1 level or higher)Motivated to collaborate in an international environment, with the willingness to occasionally travel