Responsibilities:
Lead & coach a high‑performing Customer Service team: set KPIs/SLAs, run huddles/1:1s, and build a proactive, accountable culture.
Ordering Process Management: order intake, quotes, invoicing, and escalations—partnering closely with Logistics and Finance to deliver on time, right first time.
Improve service performance: monitor dashboards (AHT, chat rate, CSAT/NPS, ticket per order), analyze root causes, and implement fixes that stick.
Be the key‑account bridge: work with Key Account Managers and Group functions to resolve issues fast and keep enterprise customers happy.
Champion digitalization: boost Webshop/punchout usage, support onboarding & integrations, and find automation opportunities.
Own procedures & quality: ensure SOP compliance, close gaps, and keep knowledge up to date for the team.
Qualification:
5+ years in customer service/operations with 2+ years leading a team (B2B or corporate accounts preferred).
Strong English (written & spoken) for regional/Group communication.
Solid experience with SAP, Zendesk, and Genesys. (Microsoft Dynamics is a plus.)
Proven strength in coaching, performance management, and stakeholder coordination.
Analytical mindset with a track record of lifting CSAT/NPS and hitting SLAs.
Experience supporting key accounts/enterprise customers.
Exposure to digital procurement (Webshop, punchout) and process automation.
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