What you will do
1. Take over the functional lead for the team, to ensure smooth and efficient execution of day-to-day operations
2. Act as the initial point of escalation for assigned Customer Representatives (CSR) and Sales (individual support, etc.)
3. 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
4. Coordinate local implementation of regional harmonization and digitalization initiatives in close collaboration with Local Key Users (LKU)
5. Actively drive change processes related to new processes/tools implementation and ensure a positive customer and employee experience
6. Coordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and others
7. Support CSM to gather data on all customer complaints, concerns and product returns and analyze for root and recurring causes
8. Support in planning and organizing training for CSR to improve customer service skills in close collaboration with LKU in case of system and process trainings
9. Participate in international projects on need basis
What you will need
10. University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM) or related studies
11. 3+ years of relevant professional experience in an international, matrix-organized company
12. Experience in Customer Service or other direct customer facing roles
13. Team player with ability to connect to different parts of the organization
14. Passionate to walk the change and comfortable in dealing with ambiguity
15. Desire to challenge status quo and take purposeful actions to transform towards the future needs
16. High digital affinity and passion to work with digitalized systems and processes
17. good SAP SD, CRM, Esker and MS Office (Word, Excel, Outlook) user skills
18. Very good written and spoken English skills (C1 level or higher)
19. Very good written and spoken German skills (C1 level or higher)
20. Motivated to collaborate in an international environment, with the willingness to occasionally travel