Sales / Customer Service

tesa; Norderstedt; Vor Ort; EUR 60.000 - 75.000; Vollzeit

Zusammenfassung

A leading adhesive solutions company in Norderstedt, Germany, is seeking a Customer Support Team Lead. This role involves overseeing daily operations, acting as the escalation point for customer representatives, and ensuring high customer satisfaction through effective KPI monitoring. Candidates should have a university degree in Business Administration and 3+ years in customer service, along with strong skills in SAP and MS Office. Proficiency in English and German at C1 level is required, and occasional travel may be needed.

Qualifikationen

• 3+ years of relevant professional experience in an international, matrix-organized company.
• Experience in Customer Service or direct customer-facing roles.
• Motivated to collaborate in an international environment, with the willingness to travel occasionally.

Aufgaben

• Oversee the functional lead for the team to ensure smooth operations.
• Act as the initial point of escalation for Customer Representatives.
• Monitor KPIs and support defining corrective actions to maintain customer satisfaction.

Kenntnisse

Team player with ability to connect to different parts of the organization

High digital affinity

Good SAP SD, CRM, Esker user skills

Very good written and spoken English skills (C1 level or higher)

Very good written and spoken German skills (C1 level or higher)

Ausbildung

University degree in Business Administration or related fields

Tools

MS Office (Word, Excel, Outlook)

Jobbeschreibung

What you will do

• Take over the functional lead for the team, to ensure smooth and efficient execution of day-to-day operations
• Act 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 satisfaction
• Coordinate 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 experience
• Coordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and others
• Support CSMto gather data on all customer complaints, concerns and product returns and analyze for root and recurring causes
• Support in planning and organizing training for CSRto improve customer service skills in close collaboration with LKU in case of system and process trainings
• Participate 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 studies
• 3+ years of relevant professional experience in an international, matrix-organized company
• Experience in Customer Service orother direct customer facing roles
• Team player with ability to connect to different parts of the organization
• Passionate to walk the change and comfortable in dealing with ambiguity
• Desire to challenge status quo and take purposeful actions to transform towards the future needs
• High digital affinity and passion to work with digitalized systems and processes
• good SAP SD, CRM, Esker and MS Office (Word, Excel, Outlook) user skills
• Very 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