Teamlead Customer Service - Aftersales International (m/w/d)
Core
Lead and develop the International Aftersales Customer Service team, analyzing market landscapes and implementing strategies to optimize service processes and KPIs for Bergfreunde's global customer base.
Role type
Senior Team Lead, Customer Service (International Aftersales)
Builds
Customer service strategies, digital tools for efficiency, and optimized service processes for Bergfreunde's international customers.
Domain
E-commerce / Outdoor retail / Customer Service
Deliverable
dashboards & analysis
Required skills
Team leadership, strategic planning, process optimization, data analysis, stakeholder management, cross-functional collaboration, customer experience management, change management, KPI tracking, digital tool implementation
Preferred skills
French or Dutch language skills, knowledge of sales/service/customer loyalty lifecycle, familiarity with current service trends and technologies
Technologies
Digital tools for efficiency (specific tools not named)
Responsibilities
Lead and develop the International Aftersales Customer Service team, analyze customer service landscapes across markets, develop and implement customer service strategy, execute strategic decisions like digital tool introductions, ensure rapid handling of complex customer issues and escalations, collaborate with Logistics, TECH, Product, and other service teams.
Seniority
Senior, hands-on IC with leadership responsibilities