Sales / Customer Service

What you will do

• Take over the functional lead for the team, to ensure smooth and efficient execution of day-to-day operations
• Act as the initial point of escalation for assigned Customer Representatives (CSR) and Sales (individual support, etc.)
• Follow-up on defined KPIs to monitor the process performance and support Customer Support Manager (CSM) to define corrective actions if needed to maintain high customer satisfaction
• Coordinate local implementation of regional harmonization and digitalization initiatives in close collaboration with Local Key Users (LKU)
• Actively drive change processes related to new processes / tools implementation and ensure a positive customer and employee experience
• Coordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and others
• Support CSM to gather data on all customer complaints, concerns and product returns and analyze for root and recurring causes
• Support in planning and organizing training for CSR to improve customer service skills in close collaboration with LKU in case of system and process trainings
• Participate in international projects on need basis

What you will need