Regional Customer Experience Lead (m/w/d)
Core
Leading two teams (11 employees) to manage Customer Service and Sales Support operations across DACH, Nordics, Central/Eastern Europe, and the Middle East for an international chemical company.
Role type
Senior Customer Experience Lead (Manager)
Builds
Customer service operations, sales support processes, and cross-functional coordination for B2B clients
Domain
Chemical industry, B2B customer service, international trade
Required skills
Team leadership, customer service management, sales support, credit management, order management, supply chain coordination, export compliance, financial reconciliation, stakeholder management, reporting
Preferred skills
SAP R/3 or S/4HANA, MS Office (Excel, Outlook, Teams), AI/Automation interest, third foreign language
Technologies
SAP R/3, SAP S/4HANA, MS Office, Teams
Responsibilities
Lead and coach two teams of 11, manage customer escalations and complex orders, coordinate credit and payment issues, handle invoice corrections and returns, align supply chain and logistics, manage export and customs queries, produce regular reports, and drive cross-functional process improvements
Seniority
Senior, hands-on IC