Customer Service Team Leader with German and English

Job description

Job Purpose We are looking for a Customer Service Team Leader to lead our customer service operations and drive excellence in the order-to-cash process. Reporting to senior regional leadership, this role is responsible for ensuring high-quality service delivery, managing a team of Customer Service Representatives, and acting as a key point of contact for internal and external stakeholders. The role includes regional coordination, process ownership, and cross-functional collaboration. Responsibilities: - Lead and develop a team of Customer Service Representatives - Ensure compliance with Order Management policies and service standards - Act as second point of contact for escalated customer queries and complaints - Monitor KPIs and SLAs, implement corrective actions where needed - Represent Customer Service in regional and central project meetings - Collaborate with CoE and IT on process improvements and digital initiatives - Maintain and update process documentation (SOPs, playbooks) - Attend customer visits and support sales-related initiatives - Drive cross-functional collaboration with Sales, Finance, LSCM, and Marketing - Support onboarding, training, and knowledge-sharing withi...