Job Description
Our Customer Service Department DACH is key to create a high customer satisfaction rate. Being responsible to work efficiently and effectively on daily business operations, ensuring a clear and open communication and stimulating the realization of our core values, through policies, commercial business plans and clear objectives, the Customer Service Manager has direct impact on the motivation of the team and the outcome of set key results. You will be responsible for budget planning and managing operational performance for a team of more than 60 employees.
What is your role?
In collaboration with our Global Customer Service Team you are empowered to move forward: our staff, our customers and Kr! Your specific tasks include:
* Translating the company strategy into concrete operational plans and actions, setting objectives, getting agreements on plans, monitoring and ensuring the realization of plans
* Supporting, monitoring and challenging the account plans and agreeing with the internal team members on customer growth strategies
* Coordination of effective and efficient internal processes, such as management of all customer channels and monitoring all administrative tasks
* Ensure effectiveness in line with procedures, commercial processes and guidelines
* Effective Communication and networking with internal and external stakeholders as well as cooperation with the Global Customer Service team and the Austrian and Swiss market.
* Initiating and participating in local and international sales and customer service projects
* Setting, monitoring and achieving KPI''s, such as efficiency, first time resolution and customer satisfaction goals
In the position of a manager, you are responsible for the development of your team as well:
* Running performance meetings, appraisals and coaching sessions with each Internal Sales Team member
* Supporting, steering, coaching and monitoring the Internal sales team, as well as supporting other sales departments
* Identifying talents and continuously driving the development of the sales force within his responsibility
* Accompanying change processes
Who are you?
1. Bachelor’s degree in Business and Economics or equivalent vocational or additional training.
2. Several years of