Job Description

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 an...

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