Regional Customer Experience & Order Management Leader

Essity Aktiebolag; Zeist; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work environment

Leadership development programs

Global organization

Job summary

Essity Aktiebolag in Zeist (Netherlands) or Mannheim (Germany) is seeking a Customer Facing & Order Management Team Leader. The role drives a high-performance team delivering exceptional customer service and efficient order management across the South Central region.

You will coach, develop, and empower team members, collaborating with Sales, Marketing, and specialist functions to improve processes and customer experience.

Qualifications

• Proven experience in Customer Service and Order Management.
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• Experience leading customer-facing teams.
• Fluency in French and English (written and spoken).
• Experience with CRM systems.
• Strong stakeholder management and communication.

Responsibilities

• Lead, coach, develop, and motivate a team of Customer Facing & Order Management Representatives.
• Create a high-performance culture focused on customer satisfaction, collaboration, and continuous improvement.
• Ensure the delivery of an excellent customer experience through management of customer requests, escalations, and order-related activities.
• Monitor team performance against service levels, KPIs, and customer satisfaction metrics.
• Act as an escalation point for complex customer issues and drive timely resolutions.
• Partner with Sales, Marketing, Supply Chain, and specialist teams to ensure seamless service delivery.
• Drive operational excellence and ensure compliance with established processes.
• Provide coaching and support to team members for development.
• Analyze team performance data and identify opportunities to improve service and efficiency.
• Lead continuous improvement initiatives across customer service and order-to-billing processes.
• Ensure workload management and resource planning within the team.

Skills

People leadership

Coaching

Customer focus

Cross-functional collaboration

Performance management

Tools

CRM systems

Customer interaction tools

Job description

Essity Aktiebolag in Zeist (Netherlands) or Mannheim (Germany) is seeking a Customer Facing & Order Management Team Leader. The role drives a high-performance team delivering exceptional customer service and efficient order management across the South Central region.

You will coach, develop, and empower team members, collaborating with Sales, Marketing, and specialist functions to improve processes and customer experience.