Customer Support Manager Nordics / UK

Hybrid
- Milton Keynes, United Kingdom
Business Operations/Customer service

Job description

Customer Support Manager Nordics/UK – lead a cross-border B2B team

Are you ready to manage a team of 10 customer support representatives split between the Nordics and the UK with all the cultural diversity that entails? And can you set their direction through harmonization and digitalization in an international group that has never been more closeknit?

“The timing is fantastic – we’ve gone through the rough part of our transition into a more unified setup,
so now the fun begins with building something new. And in this process, you can really leave your mark,”
says Head of Operations Lynne Nordby.

Lead a dedicated team with a broad B2B customer segment

Did you know that our world-leading adhesive solutions are used in manufacturing anything from cars to windows? This means that your new team – 4 in Denmark, 1 in Norway, 1 in Finland and 4 in the UK – supports a broad variety of B2B clients.

For the past 2 years, we have made good headway when it comes to optimizing and aligning our processes as well as upgrading our IT setup. But we are still only halfway there, and we look forward for you to lead the team through the rest of the process.

You get the best out of our people, processes and systems, as you:

Ensure that the team meet their KPI’s for the order to fulfillment cycle, troubleshooting, after sales etc.
Analyze root and recurring causes for claims and product returns
Continue our ongoing harmonization and digitalization efforts and keep the team updated through relevant trainings by regional experts
Maintain close and fruitful relationships with Sales, Supply Chain, Finance and other internal stakeholders
Participate in our community of the 9 European Customer Support Managers by going over concerns and sharing best practice

We expect you to travel to the Cluster North office located North of Copenhagen about 24 days a year and trust you to plan the duration and timing of each stay as you see fit.

Job requirements

Experienced manager with cultural awareness

You know the ins and outs of managing a team of people who take pride in providing the best possible service experience. And you can easily see yourself navigating in an intercultural environment where people will communicate differently than what you are used to.

We also imagine that you:

Have some years of management experience within customer support or operations – experience with supply chain is an advantage
Have the analytical skillset needed to prepare business cases, optimize processes and navigate in a matrix organization
Have solid SAP proficiency, know your way around CRM-systems (we use Microsoft Dynamics) and have a digital mindset
Knowledge of a Scandinavian language and culture is an advantage but not essential

Ready to stick with us?

Then please follow the below link to submit your resume and other required information.

If you have any questions regarding the position, feel free to contact Head of Operations Lynne Nordby at lynne.nordby@tesa.com

Hybrid

Milton Keynes, England, United Kingdom

Business Operations/Customer service

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DSN Group/ datenschutz nord GmbH

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