Customer Service B2B Function Lead (M/F/D)

☞ ON RUNNING

Ver: 142

Día de actualización: 07-10-2024

Ubicación: Berlin

Categoría: Ventas Consultoría / Servicio al cliente Gerencia ejecutiva

Industria:

Tipo de empleo: Vollzeit, Festanstellung

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Contenido de trabajo

Land : Deutschland

Bundesland : Berlin

Stadt : BERLIN

Berufsfelder : Handel

Vertragsform : Festanstellung

Arbeitszeit : Vollzeit

Stellenbeschreibung

In short

As our Functional Lead for Account Services (B2B) Europe, your number one job is to ensure On dealers are happy! Part of your goal is to help us become the best sports retailer in the industry. With your experience in a B2B customer focused environment, you will bring the necessary expertise of working with accounts and retail partners.

You will lead a core team of up to 5 Account Services Group Leads at our HQ in Zurich & Berlin. With your strategic mindset, your exceptional problem solving skills and your experience in leading teams you lay the foundation for the future growth of the team in an efficient and consumer focused way, keeping our customer service philosophy at heart.

We offer a hybrid work model with an equal split of working from the office and working from home. You should be flexible for travel between Berlin & Zurich on occasion.

Your Mission

  • Leading a team of up to 5 direct reports and manage daily operations with the help of our external BPO partner
  • Ensure the Team is staffed to handle the workload considering business priorities by hiring the right talent on time and adapting the team structure if needed
  • Monitor analytics and data in email, chat, and phone systems and work with the B2B team manager to set KPI’s for team accountability
  • Identify opportunities for greater efficiencies/service & automation
  • Together with coaches and group leads, drive B2B team towards solution-oriented and efficient ways of working in a fast paced and highly demanding environment by leading by example, acting as a role model and living the On Spirits
  • Regular exchanges with Sales Directors and our third party warehouse & shipping partner to ensure a strong collaboration with our Operations Team (e.g. Finance, Supply chain) and an efficient way of working
  • Collect, report back & lead actions on team’s performance, well being & development
Your story

  • Preferably ten years of experience in Customer support roles or similar with a focus on B2B / Partnerships. Ideally five years of experience in leading teams in hybrid and multiple location set-up
  • Experienced in hyper-growing and leading high performing teams in an agile environment is a must; Sports industry experience is a plus
  • Previous experience in a BPO set-up is a plus
  • Fluency in English. German and any other language is a plus
  • Experience in Project management / Improvements initiatives implementation is a plus
  • Tech-savvy, experienced in working with Microsoft Office, Salesforce (or other CRM) and ERP tool
  • Ability to switch rapidly between a strategic helicopter view and deep dive to details when necessary
  • Excellent interpersonal skills with a focus on relationship building, listening, coaching, mentoring and questioning
  • Excellent stakeholder management skills and effective communication across all levels and functions
  • Ability to continuously keep customer needs at the core of what you do with a strong affinity for problem solving to improve our dealer experience and delivering the WOW
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Plazo: 21-11-2024

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