Customer Care Team Lead

Stellenbeschreibung:

Lead, motivate, and develop an operational Customer Care team
Ensure an excellent customer experience from initial inquiry through order processing to final resolution
Manage daily operations and monitor relevant KPIs and SLAs
Handle escalations and key accounts through transparent, solution-oriented communication
Take responsibility for order handling, including order entry, schedule monitoring, and coordination with Logistics, Service, and internal stakeholders
Continuously optimize processes throughout the customer journey, including digitalization and efficiency improvements
Work closely with Sales, Engineering, Product Management, and Finance
Provide operational support in day-to-day business, including complex customer inquiries

Requirements

Completed degree or comparable professional training—ideally with a technical, commercial, or operations focus
Leadership experience or a strong leadership profile gained in an operational environment (Customer Care, Service, Logistics, Order Processing, Production, or similar)
Strong customer focus
Excellent communication and problem-solving skills
Enjoy organizing and developing operational teams and shaping processes
Confident handling of basic performance metrics (KPIs, SLAs) and digital tools
Very good German and good English language skills

Core Competencies

Demonstrates strong leadership in managing operational Customer Care teams while ensuring excellent customer experiences and optimizing processes. Proficient in handling KPIs, SLAs, and fostering collaboration across departments.