Customer Service Team Leader (m/f/d)

Are you looking to power the next leap in the exciting world of advanced electronics? Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem‑solving, passion, and creativity to help us power the next leap in electronics.

At Qnity, we’re more than a global leader in materials and solutions for advanced electronics and high‑tech industries – we’re a tight‑knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting‑edge technology possible. We value forward‑thinking challengers, boundary‑pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.

Role Description

We’re looking for a dynamic and forward‑thinking Team Leader (m/f/d) to drive performance, inspire excellence, and foster a culture of continuous improvement. This role is designed for individuals seeking to grow into broader leadership roles within Customer Experience or adjacent functions. You will contribute to shaping customer experience strategy, digital transformation, and process innovation.

Lead a team of Customer Experience professionals, understanding and driving actions to support business growth, execute global customer service goals and strategies, improve customer experience, support and drive functional initiatives, increase productivity and provide development opportunities for the team members.

Tasks

• Manage the day to day team operations. Monitor, assign and adjust workload across team on an ongoing basis.
• Escalation point for the Customer Experience team, customer, Business Unit and or adjacent function concerns, questions and issues
• Act as a liaison between the team and senior leadership. Establish team objectives ensuring alignment with global Customer Experience and Business goals.
• Lead, coach and develop customer service professionals to exceed performance targets. Build succession pipelines and support career progression through feedback, stretch assignments, and capability mapping.
• Monitor KPIs and implement strategies to improve service delivery and customer satisfaction
• Champion process improvements and digital transformation initiatives.
• Drive effective, efficient, coordinated and seamless hand‑offs between team and adjacent functions and CS teams to ensure positive customer experience
• Execute Compliance Control & Risk sign‑offs. Accountable for ensuring team activities and documentation are SOX compliance and follow internal controls

Qualifications / Skills

• Bachelor Degree or equivalent
• Proven experience in leading teams in a customer‑centric environment
• Strong interpersonal skills
• Stay calm and focused under pressure while adapting quickly to shifting priorities and customer needs
• Excellent communicator who can simplify complex technical concepts.
• Proven ability to drive adoption, solve problems, and manage stakeholders at all levels.
• Ability to think strategically and execute tactically
• Act as a change agent for new tools and technologies.
• Lead ideation and implementation of process improvements that enhance team productivity and customer satisfaction.
• Comfortable with data‑driven decision‑making and performance metrics; good analytical skills
• Understanding of Order to Cash processes
• Good systems knowledge in SAP, Sales Force, Excel, Power Point
• Previous experience in the Electronics industry preferred
• Languages: fluent / very good English & German required; additional languages (French or Italian beneficial)

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Qnity is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.

Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.