Customer Service Team Leader

Key Responsibilities

• Provide direction, management and development for the operative staff (customer service coordinators)
• Ensure the team excels in customer service through swift and precise order processing, comprehensive follow-up, inventory management and effective communication
• Attain customer and BCC service level targets (KPIs and SLAs), manage, control and improve both team level and individual contribution
• Manage workload distribution, resource allocation, attendance, and holiday planning in line with the workload, regulations and policies,
• Follow-up team productivity, drive and implement continuous improvement initiatives to augment efficiency and overall performance
• Build robust business relationships with customers and key internal stakeholders, foster transparent two-way communication within the team and cross-functionally
• Keep up with new customer/process requirements, actively engaging in related projects
• Address escalations, conduct thorough root cause analyses, and recommend improvements to mitigate re-occurrence (following CAPA approach)
• Conduct regular team and personal meetings to strengthen both personal and work relations as well as team and individual development
• Oversee the team's skillset and competencies, formulate comprehensive training plans based on individual team members' needs, providing hands-on coaching.
• Ensure team awareness of work instructions, system/process changes, and facilitate communication.
• Creating a safe and positive team environment and ensuring that the team demonstrates the right mindset and attitude
• Prepare and participate in customer MBR’s presenting BCC KPI’s and SLA’s.

Requirements

• Fluent English knowledge is a must
• Strong people management skills, with 2+ years’ experience (multinational background is an advantage)
• Excel knowledge is a must
• Very strong customer focus and customer service mindset
• Experience in escalation handling
• PC literacy with a good working knowledge of Microsoft applications
• Strong ability to lead a team
• Definite personality
• Excellent communication skills
• Multitasking skills, goal oriented and teamwork abilities

What do we offer?

• Cafeteria HUF 500.000/year
• Yearly bonus scheme
• Medicover insurance
• Opportunity to be part of a great team and the world's leading logistics company
• Stability, career growth and a whole range of certified trainings
• Dog friendly office
• Friendly team and pleasant working environment
• Extra benefits (discounted fee for the Life1 network, Praktiker, Alza and GreenGo discounts, fruit days)
• The opportunity to learn something new, but also to ignite new ideas.

Csatlakozz a DHL Supply Chain csapatához Gyálon!