Customer Support Coordinator (m/f/x)

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

University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM) or related studies
3+ years of relevant professional experience in an international, matrix-organized company
Experience in Customer Service or other direct customer facing roles
Team player with ability to connect to different parts of the organization
Passionate to walk the change and comfortable in dealing with ambiguity
Desire to challenge status quo and take purposeful actions to transform towards the future needs
High digital affinity and passion to work with digitalized systems and processes
good SAP SD, CRM, Esker and MS Office (Word, Excel, Outlook) user skills
Very good written and spoken English skills (C1 level or higher)
Very good written and spoken German skills (C1 level or higher)
Motivated to collaborate in an international environment, with the willingness to occasionally travel

Please follow the below link to submit your resume and other required information.