Customer Support Coordinator (m/f/x)

at  Tesa

• Take over the functional lead for the team, to ensure smooth and efficient execution of day-to-day operations
• Act as the initial point of escalation for assigned Customer Representatives (CSR) and Sales (individual support, etc.)
• Follow-up on defined KPIs to monitor the process performance and support Customer Support Manager (CSM) to define corrective actions if needed to maintain high customer satisfaction
• Coordinate local implementation of regional harmonization and digitalization initiatives in close collaboration with Local Key Users (LKU)
• Actively drive change processes related to new processes/tools implementation and ensure a positive customer and employee experience
• Coordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and others
• Support CSM to gather data on all customer complaints, concerns and product returns and analyze for root and recurring causes
• Support in planning and organizing training for CSR to improve customer service skills in close collaboration with LKU in case of system and process trainings
• Participate in international projects on need basis
• University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM) or related studies
• 3+ years of relevant professional experience in an international, matrix-organized company
• Experience in Customer Service or other direct customer facing roles
• Team player with ability to connect to different parts of the organization
• Passionate to walk the change and comfortable in dealing with ambiguity
• Desire to challenge status quo and take purposeful actions to transform towards the future needs
• High digital affinity and passion to work with digitalized systems and processes
• good SAP SD, CRM, Esker and MS Office (Word, Excel, Outlook) user skills
• Very good written and spoken English skills (C1 level or higher)
• Very good written and spoken German skills (C1 level or higher)
• Motivated to collaborate in an international environment, with the willingness to occasionally travel

Please refer the Job description for details