Customer Support Team Leader

Every interaction the customers have with our business can increase their brand loyalty. Thus, as the Customer Support Team Leader, you are an ambassador of our corporate identity.

You will contribute to the development, performance, and maintenance of our organization’s customer support operations while overseeing your team’s day-to-day activities.

You will guide and support your team to consistently exceed customer expectations and provide clear communication and information. You will provide effective liaison and assistance between the customer support department and the rest of the organization.

What are your responsibilities?

• Coordinate the Customer Support Team activities and offer support and advice to members;
• Analyze and implement department action plans based on client forecasts;
• Monitor and coordinate the overall delivery plan;
• Work closely with the Sales Team to ensure excellent customer service delivery;
• Develop and execute a plan for ensuring customer support continuity during unplanned absences of team members (including self);
• Ensure that the agreed terms and deadlines are met by coordinating and optimizing customer support operation processes;
• Ensure that standard operating procedures are well documented and followed;
• Verify data accuracy and implement corrective actions as needed;
• Lead the CS team to meet KPIs and deliver exceptional customer service;
• Encourage team members to share knowledge and grow personally;
• Evaluate customer feedback and find ways to increase customer satisfaction;
• Prepare and present reports to update management on the team’s performance;
• Prepare and secure internal and external audits.

What should your background look like?

• Bachelor’s degree in Business Administration/Management, or a relevant field;
• Minimum of 5 years of customer service experience in a manufacturing environment, with experience working in international (matrix) organizations;
• Proven leadership and team management skills;
• Advanced skills in MS Office applications (Excel, PowerPoint) and knowledge of ERP systems (SAP is a plus);
• Excellent English communication skills (oral and written);
• Ability to communicate concisely and act in a multicultural and cross-functional environment at all levels inside and outside the company;
• Customer-focused mindset with a commitment to excellence;
• High analytical and problem-solving skills, coupled with very good time and self-management;
• Solutions-focused, able to sort through information and develop solutions quickly;
• Willingness to travel occasionally between Cluj (main location) and Almelo (The Netherlands) or to key stakeholders.

For more power: Our benefits in your new environment

• Apart from a competitive salary you will have access to a substantial benefits package that includes: meal tickets (40 RON), private health insurance, transport compensation, bonuses for special occasions/events, a Bookster subscription, and more;
• The satisfaction of contributing directly to build a larger and better organization, and leaving your mark on the corporate culture of our company;
• Joining an open culture, where our core values — Customer Focus and Passion, Sustainability and Responsibility, Fairness and Integrity, Quality and Innovation, and Diversity — have meaning;
• We encourage and support the autonomy of working and ownership;
• A stimulating workflow with complex and diverse tasks;
• Internal or external technical training and personal development opportunities, based on your Performance & Growth assignments;
• Flexible working hours;
• Hybrid working options.