Customer Service B2B Function Lead - Berlin, Deutschland - On AG

On AG

Geprüftes Unternehmen

Berlin, Deutschland

vor 3 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

In short:

As our Functional Lead for Account Services (B2B) Europe, your number one job is to ensure On dealers are happy Part of your goal is to help us become the best sports retailer in the industry.

With your experience in a B2B customer focused environment, you will bring the necessary expertise of working with accounts and retail partners.

You will lead a core team of up to 5 Account Services Group Leads at our HQ in Zurich & Berlin.

With your strategic mindset, your exceptional problem solving skills and your experience in leading teams you lay the foundation for the future growth of the team in an efficient and consumer focused way, keeping our customer service philosophy at heart.

We offer a hybrid work model with an equal split of working from the office and working from home. You should be flexible for travel between Berlin & Zurich on occasion.

Your Mission:

Leading a team of up to 5 direct reports and manage daily operations with the help of our external BPO partner
Ensure the Team is staffed to handle the workload considering business priorities by hiring the right talent on time and adapting the team structure if needed
Identify opportunities for greater efficiencies/service & automation
Together with coaches and group leads, drive B2B team towards solutionoriented and efficient ways of working in a fast paced and highly demanding environment by leading by example, acting as a role model and living the On Spirits
Regular exchanges with Sales Directors and our third party warehouse & shipping partner to ensure a strong collaboration with our Operations Team (e.g. Finance, Supply chain) and an efficient way of working
Collect, report back & lead actions on team's performance, well being & development

Your story:

Preferably ten years of experience in Customer support roles or similar with a focus on B2B / Partnerships. Ideally five years of experience in leading teams in hybrid and multiple location setup
Experienced in hypergrowing and leading high performing teams in an agile environment is a must; Sports industry experience is a plus
Previous experience in a BPO setup is a plus
Fluency in English. German and any other language is a plus
Experience in Project management / Improvements initiatives implementation is a plus
Techsavvy, experienced in working with Microsoft Office, Salesforce (or other CRM) and ERP tool
Ability to switch rapidly between a strategic helicopter view and deep dive to details when necessary
Excellent interpersonal skills with a focus on relationship building, listening, coaching, mentoring and questioning
Excellent stakeholder management skills and effective communication across all levels and functions
Ability to continuously keep customer needs at the core of what you do with a strong affinity for problem solving to improve our dealer experience and delivering the WOW

Your story:

Preferably ten years of experience in Customer support roles or similar with a focus on B2B / Partnerships. Ideally five years of experience in leading teams in hybrid and multiple location setup
Experienced in hypergrowing and leading high performing teams in an agile environment is a must; Sports industry experience is a plus
Previous experience in a BPO setup is a plus
Fluency in English. German and any other language is a plus
Experience in Project management / Improvements initiatives implementation is a plus
Techsavvy, experienced in working with Microsoft Office, Salesforce (or other CRM) and ERP tool
Ability to switch rapidly between a strategic helicopter view and deep dive to details when necessary
Excellent interpersonal skills with a focus on relationship building, listening, coaching, mentoring and questioning
Excellent stakeholder management skills and effective communication across all levels and functions
Ability to continuously keep customer needs at the core of what you do with a strong affinity for problem solving to improve our dealer experience and delivering the WOW

What we offer:

On is a place that is centered around growth and progress.

We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate.

Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer.

We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.