Customer Service Team Leader - Sindelfingen, Deutschland - Stokke

Stokke

Geprüftes Unternehmen

Sindelfingen, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

We are currently looking to fill the open position Customer Service Team Leader - Emergin Markets, based in Sindelfingen.

This is a challenging role which will require you to manage a group of Customer Services Reps in supporting the Retailer and Consumer business in Emerging Markets, comprising of Middle-East / Africa, Latin America, Eastern Europe / CIS and Central Asia.

With some very specific regulatory requirements and import licences affecting the Customer Service operations.

Retailer support covers the entire chain of direct and indirect B2B business from the early stages of managing Retailer/Distributor prospects and onboarding to order handling, logistics support, reclamations, financial matters like credit notes and external communication like Newsletters and Price Lists.

On the Consumer facing side the team takes care of the all pre

Some of the key responsibilities are the following:

Oversee day-to-day team operations, monitoring quality and compliance, including hands-on support
Balance the workload between the B2B and B2C support flows as required
Develop operational processes inline with Stokke strategic direction and local market requirements
Plan, report monitor and improve Service Levels (e.g. case handling times, availability)
Improvement of Customer Service satisfaction (NPS)
Implementation of new support channels and technologies
Coaching, Training and team competency development
Project Coordination on both CS and crossfunctional level

Requirements:

Commercial Education
Min 2 years' experience in a Customer Service Role
Fluent in English plus preferably another language relevant for EME (e.g. Spanish / Slavic)
Excellent knowledge of internal crossborder logistics and customs handling.
Familiar with import licence regulations for Latin America / Middle-East, Africa / Eastern Europe and Central Asia.
Ability to understand and support both the B2B and B2C side of the Stokke business
Familiar with stateoftheart Consumer support channels and methodologies
Strong communicator and service mentality
Ability to work in crossfunctional teams and in a multicultural environment

Why join Stokke?

You will be a part of a company that creates smart and sustainable premium products, that through bonding between child and parent stimulate the child's development.
If you want to commit to create high quality products, designed for children and generations to come, we want you to be a part of our team.
An international career and learning opportunities in a rapidly growing company that creates smart and sustainable premium products that stimulate children's development.
Located in the Sindelfingen office you will be provided with a subsidized gym membership within the building, fresh fruits, coffee, tea, free parking and subsidized lunch options.
Our company values define who we are, what we believe and what we stand for. At Stokke, we are truly better together as ONEStokke. We take pride in our social happenings, celebrating our international and diverse atmosphere with events such as Christmas or a summer party.