Customer Service

**Position Snapshot**

Location: Sion, Switzerland
Company: Nespresso Sion
Act. Rate: Full-Time, 100%
Type of contract: Permanent contract

**What we offer at Nespresso**

Flexible work guidelines in terms of core hours and working from home. Please talk to us during the recruitment process about what flexibility could look like for you
Genuine opportunities for career and personal development
Modern “smart office” locations providing agile & collaborative workspaces
Dynamic international working environment
Attractive additional benefits
The opportunity to be part of a B Corp certified company and one of the world’s most trusted brands

**Position Summary**

At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better. We place people at the heart of our success - all 14,000 of them. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow together. Quality and sustainability are core to who we are and critical to our vision of driving positive change. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other.

As a “**Customer Service & Sales Supervisor**”, you will be responsible for organizing and managing activities to drive sales performance and deliver exceptional service quality. This includes validating project feasibility, overseeing implementation, and fostering synergies between the team and outsourcing resources. You will also lead and inspire your team through strategic coordination, coaching, and performance monitoring. Additionally, you will prioritize skills development, training, and ensure adherence to internal rules and procedures, while effectively managing change.

**A Day in the Life of a Customer Service & Sales Supervisor**
- Set performance targets aligned with corporate strategy, monitor and analyze results, and report to stakeholders and management
- Coach and motivate team members to achieve optimal sales performance and maintain high quality standards
- Foster commitment and autonomy within the team, encouraging effective communication and feedback
- Participate in recruitment, integration, and upskilling of new employees
- Deploy a culture of continuous improvement to enhance sales, operational efficiency, reduce costs, and maximize productivity within the CRC (Customer Relationship Centre)
- Provide activity reporting by ensuring the daily updates of tracking records & conduct regular performance reviews and provide feedback, both internally and with outsourcers
- Actively collaborate with other departments (Workforce, Quality, Market) to systematically identify improvement areas and levers to enhance customer experience and operational excellence

**What will make you successful**
- Confirmed experience in team leading and coaching
- Strong analytical and communication skills
- Previous exposure to B2B working environment as a plus
- Proficiency in CRM, customer service tools and Microsoft Office
- Fluent in English, French & German

At Nespresso, we’ve built a culture of care and inclusion, making sure everyone can be their bold selves, while growing with the company. We innovate, dare to try, learn and scale up in a fast paced, digital and connected environment. With a diverse workforce made up of over 90 nationalities across 58 countries, you can be a part of an innovative culture, where supportive people help each other. One where anyone is encouraged to challenge the status quo and have an impact on the future for one of the biggest sustainable companies. Whatever your role, you’ll find you can drive real change and spread your enthusiasm. Join the place where you can thrive, you feel, you belong, you are inspired to be and do your best.