Head of Customer Service Agriculture (m/w/d)

Your role and responsibilities

• Lead day-to-day operations for two customer service teams; conduct 1:1s and team meetings; manage schedules and workflows; assign teamwork loads and priorities


• Oversee hiring and onboarding, building training programs, team development and coaching, and performance reviews 


• Manage the approved budget of the customer service departments, including forecasting and workforce planning


• Create effective customer service procedures, policies, and standards, define KPIs to measure performance leading to improved NPS


• Respond to customer service issues in a timely manner; support inside sales activities for Sales Directors to improve CRM utilization


• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis


• Collaborate with sales and marketing leadership teams to relay customer feedback and identify improvements to customer service


• Collaborate with IT and critical stakeholders to deliver technical system improvements to automate tasks and drive overall efficiency

Your profile and qualifications

• Bachelor’s degree or comparable education


• More than 5 years of experience in a team leader role in transactional services


• Strong leadership and interpersonal skills


• Proficiency in SAP and customer services software


• Ability to communicate courteously with customers by telephone, email, letter etc.


• Fluent in English and in local language


• Good understanding of management practices and techniques


• Willingness to travel