Lead Customer Service Manager Position
We are seeking an exceptional leader to join our Customer Service team as a Lead Customer Service Manager. This role will be responsible for overseeing the efficient operations of the customer service team, ensuring timely claim resolution, and maintaining high service standards.
Key Responsibilities:
* Lead the Customer Service team to achieve operational excellence.
* Monitor key performance indicators (KPIs) and drive continuous improvement initiatives.
* Standardize systems and processes across regions, leveraging technology such as SAP and Salesforce Service Cloud.
* Serve as a 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.
* Oversee return management across European logistics centers.
Requirements:
* Proven experience in customer service operations within manufacturing or B2B environments.
* Proven knowledge in leading, developing, and motivating teams.
* Solid understanding 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 German and English; additional European languages are an advantage.
* Willingness to travel as required by business needs.
Benefits:
1. An attractive company recognized as a top employer.
2. Company pension scheme.
3. Free parking spaces directly next to the office and good public transport connections.
4. Fresh fruit, water, and hot beverages for free.
5. Company fitness via