Global Customer Service Manager

Vorwerk Home & Co. KmG belongs to the German family-owned company Vorwerk that has been operating in Wuppertal for over140 years. From the strategic head offices in Wollerau SZ, the Kobold and Thermomix divisions are managed.

We are an international company offering to our employees and sales advisors a widevariety of prospects. The successful direct sales concept, fascinating well-known brands aswell as long-term perspectives form perfect conditions for dedicated people to take the opportunity to actively shape their future with us.

Shape the future of Vorwerk with us. Learn more at https://jobs.vorwerkgroup.com/

What are we looking for?

You will be responsible for the realization and implementation of the Advisor & Customer Service strategy by evaluating and implementing central state-of-the-art technologies, processes and methodologies in close cooperation with global and local stakeholders to continuously improve advisor and customer satisfaction along the entire customer journey, drive efficiency and support quality measured against core KPIs.

Job Responsibilities

• Identify operational potential to drive efficiency, quality & customer satisfaction across the markets and leverage them through suitable processes and methods
• Define structured system and process requirements in alignment with the service strategy direction to address potential that cannot be leveraged directly
• Accompany the evaluation processes for new systems regarding administration, user-friendliness, impact potential and ensure successful implementation
• Project Owner for our central customer service management tools (e.g.Zendesk), owning the product roadmap and being member on certain IT projects
• Drive process improvements based on customer centric KPIs and ROI analysis
• Part of a global service community and enable the responsible country managers to use tools to their full potential to drive customer satisfaction, quality and service efficiency
• Define and ensure compliance with our global service standards

Your Profile

• Minimum of 3 years work experience in a customer service multi-channel environment with experience in administering customer contact software or a customer ticketing system
• At least 2 years of experience working with the quality management systems COPC, Six Sigma or a comparable high industry standard for contact center management
• Experienced with business system Ownership / administration of a customer service management platform (e.g. Zendesk) for at least 1 year, including responsibility for configuration and workflow management
• Demonstrated technical acumen with an understanding of technology solutions and driving service experience and efficiency and potential tradeoffs
• Proven track record in an agile setup of fundamental system rollouts and implementations
• Ability to work with data from different sources (e.g. telephone systems, e-mail management, CRM tools) with strong analytics skills
• Curious about new technologies and developments and having the ability to actively shape and drive change
• Strong interpersonal and communication skills with the ability to build, foster and nurture relationships with a range of people spanning
• Fluent in English and ideally another language