Team Leader ensures and further develops the right service level to our customers in line with the company goals. Full coordination of customer support services end-to-end from order to delivery and billing, which can include multiple product lines and orders to fulfill external customer project Manages a variety of pre-sales or post-sales services coordinating a medium-size team of CSRs within busines scope Responsible for leading the development of the direct reports (regular one to ones, support performance, develop of the team members by coaching and training activities, performance evaluation, recruitment) Hold a daily accountability call with Team members and CI & Training Senior Support Team members with escalations and Customer communication in case needed Generates KPI's related the business performance metrics, areas for improvement and allocation of resources Drives the deployment of standard processes to ensure consistent sales support, compliance and customer satisfaction and applies Continuous Improvement tools (root cause analysis and problem solving) Manages all requested customer backlog changes and business dynamics such as preparation to support price increases, sales volumes up & downs, specific product situations (quality issues, logistic changes, etc.) Leads the communication with other departments (pre/post sales, master data, supply chain), customers, suppliers and delivering after-sales service for business customers (telephone, mail) Collaborates with Customer Support Manager towards future strategy and synergies across CSR teams within the cluster of Zones / CSOs group Provide metrics & action plans concerning KPI's and SLA's to improve performance, also high customer satisfaction, creates reports to Cluster Manager and handles mothly synchronization meetings about operation updates. Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree 3-5 years of Customer Service experience Strong English language and German (B2+) language capabilities. Good practical knowledge on ERP - SAP/Oracle; e-Commerce; CIF (Continuous Improvement Framework); Case Mgmt. ; new tools in future also includes CPQ; Sales Force; EQMS compliance Understanding of Health & Safety rules Negotiation Skills, Excellent Communication (Written and Verbal) and interpersonal skills, Strong Customer Service Skills Ability to build and maintain positive customer relationships, Drive for results and collaborative style, Demonstrated ability to take ownership of an assignment and customer satisfaction Strong people management skills; Problem Solving techniques; Digital mindset
