Customer Service Supervisor

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

Role Description:

• To support, coach and mentor 10- 15 team members and support the Customer Service Managers and Regional Sales Managers. To provide customer service interface on a regional basis between the market and company. 
• To manage and maintain designated global customer accounts. To ensure efficient and effective processes on areas impacting on Customer Service.
• To maximize customer satisfaction and provide an interface between field sales and customer. To build and maintain relationships with internal support functions and external customers. 

Responsibilities:

• Manage the day to day running of the customer service offices to ensure workload is distributed fairly and consistently with the right focus on priorities
• Help build Inclusive & high performing teams by leveraging employee’s feedback
• Drive Continuous Improvement mindset and encourage standardization of “Way of Working”
• Staying in good relationship with all stakeholders and customers
• Hold regular Performance reviews with Customer Service Team members to ensure individual, team and regional goals are achieved
• Carry out Disciplinary procedures as per company policies
• Review all ongoing current business practices and processes for suggestions for improvement/implementing best practice
• Liaise with external and internal customers – end user, Technical Support, Planning/ Logistics and Sales 
• Report on key Customer Service metrics & KPI’s for the region
• Coaching, mentoring and training of existing and new members across functions 
• Maintain and build customer intimacy
• Be aware of possible impact on the company regarding legal responsibilities/compliance and ensure that associated risks are controlled and understood. 
• Comply and ensure awareness of our client SOG policies and procedures 
• Liaise with Finance to ensure corporate and accounting compliance 
• Develop a back-up that will cover key reporting elements during own absence
• Any other duties in line with the post

Requirements:

• Proven expertise & experience as Customer Care Professional
• At least 3+ years of experience for people manager within/Outside Organization
• Strong execution skills with effective time management. Must be able to prioritize tasks
• Strong ability to communicate across all mediums- telephone, face to face and email
• Good degree of IT Literacy – Power Point, Excel, SAP and SFDC
• Perfect English and German
• Good interpersonal, organizational and communication skills, both written and oral
• Pro-active and responsive to customer (internal and external) requirements
• High level of numeracy/attention to detail
• Must be able to manage employees effectively in Hybrid model
• Ability to work in a team environment and on own initiative
• Have a professional and flexible approach
• Ability to work under pressure and meet short deadlines