Customer Service Lead

vor 7 Monaten

Kreuzlingen, Schweiz Amcor Vollzeit

**Customer Service Lead**
- **BG and BU**: Healthcare
- **Location**: AF Kreuzlingen, Swizerland
- **Function**: Operations - Customer Service
- **Line Manager**: Customer Service Cluster Manager Pharma
- **Contract Type**: Permanent

**Job Purpose**

The primary role of the CS team lead is to provide first line support for both the customer service and external sales teams within the business. Key focus will be the leadership, support, and motivation of the customer service team, to achieve the departmental KPI’s and targets, whilst maintaining a standard of excellence in the provision of customer service both internally and externally. Where required, the Team Lead will be expected to manage a selected portfolio of accounts.

The Team Lead will also be expected to participate in any decision-making process relating to the structure, organisation, and management of the customer service team, making recommendations, as appropriate, for ongoing development and improvement. Beside of that the Team Lead will also be responsible for implementing required Business Group processes and guidelines.

**Job Dimensions & Scope**

**INTERNAL AND EXTERNAL RELATIONSHIPS**

**Internal** - Origination / Supply chain (including planning and logistics) / Technical / Internal Sales / Commercial and Amcor Management team.

**External** - Customers / External Sales / Suppliers

**KEY DELIVERABLES**
- Lead the Customer Service Team to build customer loyalty through positive customer engagement and service excellence.
- Identify, Implement and Maintain customer service processes, standards, and key deliverables to support the customer-centric organization.
- Partner with all functional areas within the organization to ensure a world class customer experience.
- Manage the team to consistently achieve agreed business targets and objectives.

**Principal Accountabilities**
- Provide first line support for Customer Service and external sales teams.
- Lead and motivate the Customer Service Team
- Identify and implement opportunities for people development.
- Assume overall responsibility for delivery of agreed KPI’s and targets within the CS team.
- Prepare and present monthly reports as required by the Customer Service Manager
- Review and improve existing processes and process controls.
- Identify and mitigate actual and/or potential risks.
- Support the introduction of new business.
- Manage the relationship between the team, plant functions and Plant General Manager

**Principal Activities**
- Manages change effectively and builds a successful team.
- Manage performance and development of team members.
- Enables improvements in service, quality, and cost and supports the delivery of the related KPI’s.
- Resolve service issues raised by the customer service team, liaising with relevant departments/external suppliers.
- Provide first line escalation for customers, account managers and internal departments, assisting in resolving any issues.
- DIFOT: Support the team to achieve and/or outperform against target.
- Finished Goods stock: maintain process to achieve targets.
- CDN’s: maintain process to achieve targets on response times and outstanding values.
- Provide monthly reports to Customer Service Manager.
- Delivers on the harmonization plan for the sites in scope.
- Runs performance reviews with key customers.
- Leads CI initiatives within scope of activities.
- CSAT survey improvements within scope of activity to demonstrate improved customer satisfaction.
- Evaluate and seek improvements to existing processes within the Customer Service Team
- Support the team in successfully integrating new business.

**Qualifications/Requirements**

**Qualifications and Experience**
- Bachelor’s degree in business or Equivalent Study or Professional Experience
- 5+ years of experience in customer service, preferably in a manufacturing environment
- Excellent communication skills in English, German as a plus

**Specific Skills and Abilities**
- Customer Focused
- Results Orientated
- Excellent interpersonal and communication skills
- Ability to build collaborative relationships
- Excellent time management and organisational skills
- Ability to work as part of a multi structure team
- Self-motivated
- Confident
- Skilled negotiator

  • Team Lead Customs

    vor 2 Monaten

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Team Lead Customs (d/m/w)** In this versatile and exciting position, you will manage the Customs team and be responsible for creating and checking export documents for shipments from our warehouse in Switzerland. You will coordinate shipment processing and ensure the system-based maintenance and control of customs-relevant master data. You will check free...

  • Installation Technician Customer Service Manager

    vor 2 Monaten

    Kreuzlingen, Schweiz DILAX Intelcom GmbH Vollzeit

    We are looking for an applicant for a permanent position to support our team in Kreuzlingen | Switzerland as soon as possible as a **Installation Technician | Customer Service Manager (M/F/d)**: **Your responsibilities**: Diverse & exciting - Implementation of installations, initial setup and certification of DILAX products and systems regarding hardware...

  • International Customer Services Agent Windsor

    vor 4 Monaten

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    Für unser Headquarter in Kreuzlingen suchen wir Mitarbeitende, die die Zukunft der HOLY FASHION GROUP aktiv mitgestalten. Bewerben Sie sich jetzt als **International Customer Services Agent windsor. (d/m/w)**: In dieser spannenden und vielfältigen Vertriebsinnendienstfunktion sind Sie für die vollstufige Betreuung der internationalen windsor.B2B und...

  • Team Lead Customs

    vor 2 Monaten

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e**X**cellent results, driven by su**C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co**N**sumers at the highest...

  • Customer Service Technician

    vor 2 Wochen

    Kreuzlingen, Schweiz DILAX Intelcom GmbH Vollzeit

    We are looking for an applicant for a **permanent position** to support our team in **Kreuzlingen/Switzerland** as a **Customer Service Technician (M/F/d)**: **Your responsibilities**:Diverse & exciting - Carrying out installations, commissioning and finalizations of our products and systems in the field of hardware and firmware at our customers’ sites in...

  • International Customer Services Agent Windsor

    vor 4 Monaten

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e**X**cellent results, driven by su**C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co**N**sumers at the highest...

  • Installation Technician | Customer Service Manager

    vor 2 Wochen

    Kreuzlingen, Schweiz DILAX Intelcom GmbH Vollzeit

    We are looking for an applicant for a permanent position to support our team in Kreuzlingen | Switzerland as soon as possible as aYour responsibilitiesDiverse & excitingImplementation of installations, initial setup and certification of DILAX products and systems regarding hardware and firmware products for customers in SwitzerlandCoordinative project...

  • Customer Service Coordinator

    vor 7 Monaten

    Kreuzlingen, Schweiz EUPRO Vollzeit

    Customer Service Coordinator (w,m,d) / Festanstellung (100 %) Per sofort oder nach Vereinbarung Anstellungsart: Festanstellung Arbeitsort: Kreuzlingen Region: Thurgau / Bodensee Suchen Sie eine neue Herausforderung? Möchten Sie Teil einer erfolgreichen Unternehmung sein und mit ihr weiterwachsen? Dann sollten Sie weiterlesen. Für unsere Kundin,...

  • Customer Services Agent Strellson

    vor 7 Monaten

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e **X**cellent results, driven by su **C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co **N**sumers at the...

  • Customer Services Agent Windsor.

    vor 7 Monaten

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e **X**cellent results, driven by su **C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co **N**sumers at the...

  • Werkstudent Customer Services

    vor 2 Wochen

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e**X**cellent results, driven by su**C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co**N**sumers at the highest...

  • Praktikant Customer Services Joop!

    vor 7 Monaten

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e**X**cellent results, driven by su**C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co**N**sumers at the highest...

  • Werkstudent Customer Service Strellson

    vor 7 Monaten

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e **X**cellent results, driven by su **C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co **N**sumers at the...

  • Intern Customer Services Joop!

    Vor 6 Tagen

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e **X**cellent results, driven by su **C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co **N**sumers at the...

  • Intern Customer Service Strellson

    vor 17 Stunden

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e **X**cellent results, driven by su **C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co **N**sumers at the...

  • Customer Services Agent Strellson

    Vor 6 Tagen

    Kreuzlingen, Schweiz Holy Fashion Group Vollzeit

    **Become fan of your job.**: Yes it is **EXCITING** - to work with us. We are people with **E**motion and passion who strive for e**X**cellent results, driven by su**C**cess and **I**ndependent thinking, intrinsically motivated. We work successfully in a **T**eam, always looking for **I**nnovative ideas in order to satisfy our co**N**sumers at the highest...

  • Coordinator Customer Service 100%

    vor 1 Woche

    Kreuzlingen, Schweiz General Dynamics European Land Systems-Mowag GmbH Vollzeit

    Das bieten wir IhnenRaum für Eigeninitiative und Mitgestaltungsmöglichkeiten sowie Unterstützung durch ein dynamisches TeamAttraktive Anstellungsbedingungen z.B. Übernahme des Arbeitnehmeranteils zur Nichtberufsunfall- und Krankentaggeldversicherung, vergünstigter Treibstoffbezug, Beteiligung an ÖV-Abonnements, Homeoffice auf Anfrage, 25 – 30...

  • Customer Success Manager B2C

    vor 1 Woche

    Kreuzlingen, Schweiz APU KUNTUR GmbH Vollzeit

    APU KUNTUR ist ein familiengeführtes Schweizer Mode-Unternehmen mit eigener Produktionsstätte in Peru, spezialisiert auf den internationalen Vertrieb von hochwertigen Naturtêxtilien aus Alpaka und biologisch-angebauter Pima-Baumwolle. Ausgehend von unseren drei Standorten (Kreuzlingen, Winterthur und Konstanz) sind wir weltweit tätig mit...

  • Coordinator Customer Service

    Vor 7 Tagen

    Kreuzlingen, Schweiz General Dynamics European Land Systems-Mowag GmbH Vollzeit

    Das bieten wir IhnenRaum für Eigeninitiative und Mitgestaltungsmöglichkeiten sowie Unterstützung durch ein dynamisches TeamAttraktive Anstellungsbedingungen z.B. Übernahme des Arbeitnehmeranteils zur Nichtberufsunfall- und Krankentaggeldversicherung, vergünstigter Treibstoffbezug, Beteiligung an ÖV-Abonnements, Homeoffice auf Anfrage, 25 – 30...

  • Coordinator Customer Service

    Vor 3 Tagen

    Kreuzlingen, Schweiz General Dynamics European Land Systems-Mowag GmbH Vollzeit

    Wir entwickeln und produzieren als weltweiter Technologieführer hochmobile Radfahrzeuge von 5-40 Tonnen. Für die Verstärkung unseres Teams suchen wir eine/nDas bieten wir IhnenRaum für Eigeninitiative und Mitgestaltungsmöglichkeiten sowie Unterstützung durch ein dynamisches TeamAttraktive Anstellungsbedingungen z.B. Übernahme des Arbeitnehmeranteils...