Customer Service Tower Lead

About the role:

As the Customer Service Lead, your first responsibility is the management of the Customer Service Team Leads and Customer Service Specialists. Secondly, you are directly responsible for the customer complaints and continuous improvement and training teams. You will lead efforts to enhance our customer service operations and our customer satisfaction by identifying improvements, implementing best practices and strategies to address customer concerns. You will collaborate closely with stakeholders across multiple channels to ensure smooth operations and high levels of customer satisfaction. Additionally, you will provide guidance, coaching and support to ensure smooth customer service operations across and will ensure reliability, service quality and high performing team culture. The ideal candidate will possess strong analytical skills, leadership capabilities, and a passion for driving continuous improvement in customer service.

Key responsibilities:

• Lead cross-functional teams to identify areas for process improvement throughout the customer journey.
• Develop milestone plans outlining expectations for core team members.
• Monitor key performance indicators (KPIs) and metrics to measure the effectiveness of customer service operations.
• Voice over the improvement opportunities identified by your team members to the customer team.
• Identify & channel automation, technology, scope enhancement and improvements to drive yearly efficiency gains in line with customer service ambitions and in close collaboration with the customer team.
• Develop, implement, and promote best practice standards within the customer service department.
• Monitor key performance indicators related to customer complaints and continuous improvement efforts.
• Communicate effectively with senior management to provide insights on customer feedback and improvement opportunities.
• Foster a positive and collaborative work environment, promoting teamwork and knowledge sharing among team members.
• Play an active part in career development of Customer Service teams.
• Ensure implementation of a “mindset”, leading by example and creating a community of experts.
• Conduct regular workshops or seminars on continuous improvement methodologies to empower employees to contribute to process enhancements.
• Present findings and recommendations to senior management for strategic decision-making.
• Analyze data to identify trends, patterns, and areas requiring further attention.
• Build and maintain strong relationships with internal stakeholders, including department heads, subsidiaries, and senior management; act as point of contact and escalation for supply chain senior management.
• Collaborate with regional teams to ensure consistency in processes and foster a unified approach to customer service.

About you:

• Master’s degree preferably in Logistics, Management, or relevant.
• Experience with team management.
• More than 3 years’ experience in Customer Service (preferred) – hand-on experience in process improvement, preferably in a customer service environment.
• Fluent in English.
• Strong analytical skills with the ability to identify trends and make data-driven recommendations.
• Certification in Lean Six Sigma or other process improvement methodologies is a plus.
• Experience in analyzing KPIs and metrics to support business and customer service performance. 
• Process Oriented person.
• Holistic approach to decision making, considering multiple factors and stakeholders.
• Ability to thrive in a fast-paced environment and adapt to changing priorities. 
• Excellent communication and interpersonal skills.
• Travel requirements: 20%

We offer:

• Employment on a regular basis in the sweetest company in the world.
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by BC).
• Fit Profit sports card co-financed by BC.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month.
• As part of our work-life balance culture, we can start work between 7 am and 10 am.
• Free consultation with a lawyer once a quarter.
• Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year.
• And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits and veggies to the office.
• You can purchase our sweet products with a special discount.
• Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.
• We like to party as much as we like chocolate! We have integration budgets we can use for team events.
• Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.