Purpose & Overall Relevance for the Organization : Support the business in order to achieve sales and market strategy objectives.
Ensure a reliable, adequate and competitive customer service level for all assigned customers of the channel. Responsibilities : People management : Ensure a reliable and professional service level by means of disciplinary and functional leadership of the team, which includes the following : Fill vacant positions in the team in alignment with the Manager CS.
s functional and social competencies based on the Leadership Framework.Perform talent management with the aim of developing employees within the context of their potential and talentFulfil the duty of care for team members (this includes working time and absence management, complying with the internal regulations etc.
Communication with customers via all relevant communication channels (e-mail, tickets, phone) and providing information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.
Working in close cooperation with internal and external interfaces (e.g. Sales, CS Team, Finance, Order Fulfilment) when dealing with the following topics : Backlogs, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc.
Working in close cooperation with the Sales team and supporting them in customer service by providing specific expertise in the processes involvedPerforming special tasks, e.
g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.
Standing in for and supporting colleagues working in other groups within Customer Service Key Relationships : Customers, Sales Channel Management, Customer Service, Global Operations (Purchasing, Warehouses, Finishing, Customer Fulfillment, Inbound and Outbound), IT, Planning, Finance and Controlling, Marketing, external providers such as forwarding companies and finishing companies, associations and central regulation bodies
Knowledge, Skills and Abilities : Advanced working knowledge of MS Office, SAP / CRM and Business ObjectsA strong customer service focusA high level of problem-solving abilityHighly developed organizational and time management skillsExcellent communications skills and proven ability to develop strong relationshipsAbility to create a high-performance team.
s degree3+ years’ experience in providing customer support in the field of customer service, sales or logisticsExperience in people management
What are we offering?Competitive salary and benefitsHybrid work policy and flexible working hoursSports and work-life balance incentivesUpskilling and internal growth (local and international)International and diverse work environmentState-of-art office space and conditions