Customer Service Team Leader, Wiesbaden

Description

Bio-Techne is a leading supplier of life science products to the research industry. The company is growing at a fast pace both organically and through acquisitions. The European headquarters is based in Abingdon, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic.

Position Summary

This position will hold responsibility for supporting the management of the customer services team in EMEA, from initial customer contact to following up on the delivery of product to our customers and after sales care. The Customer Service Team Leader is responsible for driving best practice and efficiencies within the team to deliver outstanding customer service to both external customers and internal teams.

This is a hands‑on role and the team leader will be expected to perform the same duties as their team whilst leading, motivating, monitoring and developing them.

Essential Functions

• Lead and supervise a team of customer service advisors, providing guidance, support, and ongoing coaching to ensure exceptional performance.
• Drive best practice and ensure maximum productivity & utilisation.
• Foster a positive and collaborative team environment, promoting a customer‑centric mindset and a culture of continuous improvement.
• Set performance goals and targets for the team, monitoring progress, and providing regular feedback and performance evaluations.
• Support with training new team members in company standards, customer service, and job duties.
• Collaborate with other departments to optimise customer service processes and contribute to the continuous improvement of service delivery.
• Act as a point of escalation for complex customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.
• Create business KPIs.

Minimum Requirements / Qualifications

• Previous experience of managing people / leading and motivating a team.
• Demonstrated ability to manage multiple priorities, work under pressure, and meet deadlines.
• A customer‑focused mindset with a commitment to continuous improvement.
• Proven customer support & training experience essential.
• Commercial awareness.
• An understanding of supply agreements.
• Able to build relationships and a positive and engaging team environment.
• Need to display an ability to take a logical and analytical approach to solving problems and resolving issues.
• Possess excellent IT skills.
• Industry background helpful but not essential.

Skills required / desired

• A commitment to total customer satisfaction.
• Strong organisational and administration skills
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Analytical skills to aid business performance and help identify trends.
• Excellent command of the English language both written and verbal.
• Working knowledge of Microsoft D365 and or Salesforce desirable but not essential.
• Additional language skill desirable not essential.

Personal Qualities

• Ability to demonstrate a passion for customer service.
• Exceptional attention to detail, time management, and organisational skills.
• You will love to problem solve and have a creative flare for innovation.
• Ability to perform a wide variety of tasks and multi‑task efficiently.
• Professional demeanour.
• Excellent written and verbal communication skills.
• Ability to remain calm under pressure.
• Feel comfortable working in a fast‑paced environment.
• Ability to build strong relationships with all stakeholders.
• You will be a strong brand ambassador.

EPIC Attributes

• Empowerment
  • Set goals and monitor KPI’s for the direct reports. Assess results and adapt as necessary to ensure continuous improvement of team.
  • Enjoy working as part of a team to deliver results, learn and share knowledge.
  • Ability to collate and produce comprehensive reporting.
  • Passion.
  • Provide guidance and support to other team members and departments.
  • Excellent attention to detail, time management and process management.
• Innovation
  • Outstanding problem solving and interpersonal skills.
• Self‑directed and creative
  • Contribute to the success of the team by challenging and offering suggestions / ideas and feedback.
• Collaboration
  • Work closely with all departments within EMEA to ensure superior customer support.
  • Work closely with peers to ensure consistency of service across all areas.

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.