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Customer Support Coordinator (m/f/x)

  • Hamburg, Germany
Business Operations/Customer service

Job description

  • Take over the functional lead for the team, to ensure smooth and efficient execution of day-to-day operations
  • Act as the initial point of escalation for assigned Customer Representatives (CSR) and Sales (individual support, etc.)
  • Follow-up on defined KPIs to monitor the process performance and support Customer Support Manager (CSM) to define corrective actions if needed to maintain high customer satisfaction
  • Coordinate local implementation of regional harmonization and digitalization initiatives in close collaboration with Local Key Users (LKU)
  • Actively drive change processes related to new processes/tools implementation and ensure a positive customer and employee experience
  • Coordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and others
  • Support CSM to gather data on all customer complaints, concerns and product returns and analyze for root and recurring causes
  • Support in planning and organizing training for CSR to improve customer service skills in close collaboration with LKU in case of system and process trainings
  • Participate in international projects on need basis

Job requirements

  • University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM) or related studies
  • 3+ years of relevant professional experience in an international, matrix-organized company
  • Experience in Customer Service or other direct customer facing roles
  • Team player with ability to connect to different parts of the organization
  • Passionate to walk the change and comfortable in dealing with ambiguity
  • Desire to challenge status quo and take purposeful actions to transform towards the future needs
  • High digital affinity and passion to work with digitalized systems and processes
  • good SAP SD, CRM, Esker and MS Office (Word, Excel, Outlook) user skills
  • Very good written and spoken English skills (C1 level or higher)
  • Very good written and spoken German skills (C1 level or higher)
  • Motivated to collaborate in an international environment, with the willingness to occasionally travel
  • Hamburg, Hamburg, Germany
Business Operations/Customer service


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What you can expect :

At tesa, we create adhesive solutions that improve the work, products and lives of our customers.

How we do it? At tesa, we dare to create! Therefore, we team up, we challenge our-selves and we set the pace. But we don’t just do that somehow. We act responsibly and always focus on our customers. Because only then we are able to achieve our goals and continuously improve our results.

We are an Equal Opportunity Employer and regard diversity as important for our long-term success. We expressly reject all forms of direct and indirect discrimination. All qualified applicants will be equally considered for employment regardless of their national origin, background, personal preferences and believes.

If you want to find out more about tesa please visit us on our corporate web-page and social media

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