Job Description
Techtronic Industries is a world leader in cordless technology spanning power tools, accessories, hand tools, outdoor power equipment, as well as floorcare and cleaning products.
The customer service team plays a vital role in connecting our supply chain functions with regional sales business units.
* We are currently looking for a dedicated professional to lead the team and drive continuous improvement initiatives.
Key Responsibilities:
The ideal candidate will be responsible for leading the customer service team, ensuring efficient order-to-cash operations, timely claim resolution, and high service standards.
* Monitor key performance indicators (KPIs) and drive continuous improvement initiatives.
* Improve service quality and process efficiency across regions, standardizing systems and processes.
* Act as liaison between headquarters, sales business units, logistics teams, and external customers.
* Support supply chain projects through cross-functional coordination.
* Manage escalated cases with root cause analysis and corrective actions.
Requirements:
The successful candidate should have proven experience in customer service operations within manufacturing or B2B environments.
* Proven knowledge in leading, developing, and motivating teams.
* Solid knowledge of order-to-cash processes, logistics flows, and claims management.
* Proficient in SAP (SD module preferred) and CRM systems (Salesforce Service Cloud desirable).
* Good command of English; additional European languages are an advantage.
* Willingness to travel as required by business needs.