Team Lead Customer Service Experience - Henkel Adhesive Technologies - CDD 1 an (H/F/X)

About this Position The job purpose of CSX Team Lead in Henkel Adhesive Technologies is to deliver an amazing Customer Service Experience (CSX) by leading and supervising a team fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs. What you´ll do Accountable for customer facing activities/customer experience, leading a team as SPOC (single point of contact) for customer, adopting customer centric mindset Lead the team’s OTC (order to cash) Customer-Service-Management activities, focusing mainly on customer interaction activities (in/outbound) Support Voice of Customer by utilizing and/or performing customer and market research and analysis techniques on customer feedback. Build customer relationship by supporting enquiries; Collect feedback identify opportunities to drive CSAT (customer satisfaction), including regular visits. Utilize/Monitor team's use of the CRM system, identifying and resolving issues and escalating these to a senior manager as appropriate Act as first-line supervisor of a team providing direct customer service support; Deal with most complex and valuable queries and issues. Collaborate closely with internal partners (CSX, Center of Excellence, GBS+, Supply Chain), judging and aligning priorities to meet customer needs vs. SC capabilities Design/coordinate implementation of differentiating customer experience initiatives Implement organizational changes, processes, projects, pilots and regional best practices by providing needed resources Identify continuous improvement opportunities, define projects and ensure realization; Help with establishing and implementing CSX standards Monitor and prioritize team's performance through dashboards/ KPI's; define actions for further improvement efficiencies Recruit manage the team with focus on development, know-how transfer, disciplinary topics, appraisals, management of holidays/absences Plan own/team’s activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies improve customer satisfaction