Team Lead Customer Service Experience - Henkel Adhesive Technologies - CDD 1 an (H/F/X)

What you´ll do

• Accountable for customer facing activities/customer experience, leading a team as SPOC (single point of contact) for customer, adopting customer centric mindset  
• Lead the team’s OTC (order to cash) & Customer-Service-Management activities, focusing mainly on customer interaction activities (in/outbound)
• Support Voice of Customer by utilizing and/or performing customer and market research and analysis techniques on customer feedback. 
• Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT (customer satisfaction), including regular visits. 
• Utilize/Monitor team's use of the CRM system, identifying and resolving issues and escalating these to a senior manager as appropriate
• Act as first-line supervisor of a team providing direct customer service support; Deal with most complex and valuable queries and issues. 
• Collaborate closely with internal partners (CSX, Center of Excellence, GBS+, Supply Chain), judging and aligning priorities to meet customer needs vs. SC capabilities
• Design/coordinate implementation of differentiating customer experience initiatives
• Implement organizational changes, processes, projects, pilots and regional best practices by providing needed resources
• Identify continuous improvement opportunities, define projects and ensure realization; Help with establishing and implementing CSX standards
• Monitor and prioritize team's performance through dashboards/ KPI's; define actions for further improvement & efficiencies
• Recruit & manage the team with focus on development, know-how transfer, disciplinary topics, appraisals, management of holidays/absences 
• Plan own/team’s activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction