Project Manager Customer Service (m/f/d)

Job Purpose:

As a member of a progressive and highly motivated team at the Global Head Office of Division Road, you will play a key role in the further development of the Customer & Operations Services function.

The function covers key areas including Customer Service, Order Data Management, Pallet Exchange Management, Invoicing Services and Settlement.

As Project Manager Customer Service, Division Road Global , you will steer/guide the Customer Service across regions and countries. You will drive the further development and optimization of Customer Service processes, lead strategic projects and implement initiatives to enhance the customer experience while continuously improving service quality and productivity.

The primary focus of the role is Europe, with a global perspective and close collaboration across regions and countries.

Start here. Go anywhere…

Key Responsibilities:

• Drive measurable improvements in Customer Experience, ensuring a better, faster, more reliable and consistent service for our customers
• Refine and implement the Customer Service Operating Model across regions and countries
• Drive initiatives with the country organisations to increase Customer Satisfaction and NPS
• Improve service performance, including SLA compliance, response and resolution times, and First Contact Resolution
• Harmonize Customer Service processes across countries while taking local requirements into account
• Identify opportunities to increase service quality, efficiency and productivity

Education & Experience:

Ideally, you bring:

As an ideal candidate, you bring the following expertise and skills:

• Bachelor’s degree or higher, preferably in Logistics, Supply Chain Management, Business Administration or a related field, combined with several years of relevant experience in Customer Service
• Strong conceptual, analytical and problem-solving skills, with the ability to analyse, optimize and redesign processes based on practical experience and business requirements
• Strong business and customer orientation, with a solid understanding of logistics, Road operations, Customer Service and customer expectations
• Strong data and analytical capabilities, with the ability to use data to identify root causes, define improvement measures and demonstrate measurable impact
• Strong project and change management skills, with the ability to successfully lead complex initiatives in an international organization
• High degree of flexibility, commitment and ownership, combined with a proactive and solution-oriented mindset
• Willingness to travel occasionally, both within Europe and internationally
• Fluent English

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Source: Statistisches Bundesamt (Destatis), table; dl-de/by-2-0; StarIn's calculation