Customer Care Team Lead

Your role

Customer Care is responsible for building a transparent relationship with our (potential) customers. The Customer Care Team is the main customer contact and helps customers to get all the necessary information. The team leader manages the team and also focuses on optimizing internal processes and bringing new ideas to increase customer satisfaction. In addition, the team lead will distribute the common tasks to the team members according to their abilities.

Customer care team leader responsibilities

• Provide operational and managerial leadership to the Customer Care Team
• As part of the Customer Care team, it will be the first point of contact for customers and their needs.
• Motivate, mentor and develop the team in line with departmental objectives.
• Assign responsibilities according to the employee's qualifications, support their development and challenge them appropriately.
• Conduct employee reviews, feedback sessions, and performance appraisals as per Company regulations.

Key Tasks and Responsibilities for customer care professional

• The main task is to communicate with our (potential) customers by phone, email, chat or social media.
• Assist the Sales force with lead time information
• Enter orders into the system according to information provided by the sales force or orders placed
• Coordinate the best delivery times for open orders with production
• Organize shipping of products to the customer and track shipping notices
• Support Sales in tracking payment of outstanding invoices
• Handle any customer problems or complaints in the best way to increase customer satisfaction
• Gather information across the organization to meet customer needs and communicate accordingly

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• Enjoying dealing with people and customer communication
• Degree in Business Administration, Industrial Engineering or a comparable qualification.
• Analytical abilities to understand processes
• Experience in implementing and monitoring continuous improvement processes 
• Able to develop and lead a team 
• Several years of leadership experience, ideally in order management, production planning, or procurement or at least several years of experience in customer care, sales support, dispatch or order management
• A good way of expressing oneself in speech and writing
• Ability to deal with conflicts
• Experience in building up customer relationship
• Very good knowledge of standard MS programs
• Knowledge of local ERP system of advantage
• Fluent in German and English
• Other language skills of advantage

In return, we offer

• We offer you an exciting role to grow a business within a dynamic and agile structure where the focus on customers and results will be part of your journey.
• An attractive compensation package
• Predictable and regular working hours
• 30 days of annual vacation
• A performance-driven and open corporate culture with a flat hierarchy
• Independent and varied tasks in a future-oriented and international corporate environment (Atlas Copco Group)
• Social benefits exceeding statutory requirements (e.g., capital-forming benefits, company accident insurance)
• A wide range of attractive employee benefits (e.g., corporate benefits, JobRad bike leasing, Volvo employee leasing offers)
• Free access to beverages and organic fruit

Job location

This role requires you to work on-site at our office in Rheinfelden, Germany. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

Hiring Manager: Laurent Furrer (Sales & Service Manager)

laurent.furrer@cvs-eng.de