Customer Service Team Leader with German and English

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 within the team

Qualifications & Experience Required

Education, Master, other certification:

• University degree in Business, Management, or related field

Experience:

• Minimum 3–5 years in a similar customer service leadership role

Technical Skills:

• Proficiency in CRM tools (e.g., Freshdesk, Salesforce, ERP)


• Strong Excel and Power BI skills


• Understanding of data-driven decision-making and process interconnectivity

Languages Skills:

• German C1


• English C1

Soft/Behavioral Skills:

• Strong people leadership and coaching mindset


• Excellent communication and stakeholder management skills


• Customer focus and collaborative mindset


• Ability to manage complexity and drive continuous improvement


• High accountability and attention to detail