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Customer Support Manager Cluster East

  • Budapest, Hungary
  • Prague, Czechia
+1 more
Business Operations/Customer service

Job description

We are seeking a highly motivated and experienced Customer Service Manager to join our team. You need to drive a multinational team located at multiple locations, facilitating collaboration, sharing best practices, and growing together. You will need to demonstrate excellence in moderating smooth communication, in problem solving, being able to connect the broader tesa team to optimize customer outcomes.

Leading the team of Customer Service Representatives to effectively and efficiently manage the execution of order to invoice cycle, aftersales activities, and customer service.

  • Responsible for the team performance, its analysis, the identification of potentials for improvements and the implementation of corrective measures.
  • Responsible to lead and develop the Customer Service team (cross-country) to provide excellent service level to our customers
  • Leading the team to ensure the efficient execution of day-to-day operations (order to invoice cycle, after sales and customer inquiries, troubleshooting)
  • Ensure clear priorities and follow-up on defined KPIs to monitor the process performance and secure corrective actions if necessary
  • Drive and support harmonization & digitalization journey and increase customer & employee experience
  • Maintain close and regular communication with other departments (marketing, sales, supply chain, accounting, etc.)
  • Realize annual efficiency gains by developing and ensuring process improvements
  • Gathers data on all customer complaints, concerns, and product returns and analyses for root and recurring causes.
  • Plan and organize training for CS rep. personnel to improve customer service skills
  • Ensure compliance with KPIs and other service level agreements
  • Ensure high customer satisfaction
  • Participate in international projects

Scope: Cluster, multiple countries / Local, RBU

Budget responsibility: No

Leadership: Yes

Job requirements

  • Bachelor's or Master's degree in business administration, supply chain or comparable field of study
  • Very good written and spoken English skills (C1 level or higher)
  • 5+ years of professional experience in operations, customer service, supply chain environment
  • People developer with the ability to shape a high-performing and motivated team, international scope is a plus
  • Ability to achieve and improve key performance indicators and service levels
  • Quick comprehension of problems and the ability to derive pragmatic, customer-centric solutions
  • Desire to challenge status quo and purposeful action taking to transform towards the future needs
  • Team player with ability to connect to different parts of the organization
  • Structured and analytical thinking to standardize processes and drive efficiency
  • High digital affinity and passion to working with digitized systems and processes in general and very good SAP SD, CRM, Esker and MS Office (Word, Excel, Outlook) user skills
  • Passionate to walk the change and comfortable in dealing with ambiguity
  • Ability to coordinate work under pressure, meeting tough deadlines
  • Willingness to travel across Europe
  • Budapest, Budapest, Hungary
  • Prague, Praha, Hlavní město, Czechia
+1 more
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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