Job Description
As a multinational company, tesa develops innovative adhesive tapes and self-adhesive product solutions for various industries, commercial customers and end consumers. There are already more than 7,000 tesa adhesive solutions that help improve the work, products, or lives of our customers. Today the focus is on sustainability and energy-saving processes. tesa invests in the development of environmentally friendly products and solvent-free manufacture processes as well as in the use of renewable energy sources at its locations. tesa is active in 100 countries and operates plants in Germany, Italy, China, the USA, and soon also in Vietnam. Around three quarters of the tesa Group's sales (2022: EUR 1.7 billion euro) are generated by applications for industries. Together with its international clients, tesa develops innovations that are customized at product and process level. Already more than 130 tesa tapes may be installed in an electric car and over 70 in a smartphone. In the printing and construction industries, too, tesa is constantly penetrating new segments and countries with its special adhesive tapes. The company generates almost one quarter of its sales with products for end consumers and professional craftsmen. 300 applications, such as the legendary tesafilm®, make life easier or, when it comes to insect protection, even make it a bit more pleasant. tesa counts among the world's leading manufacturers of adhesive solutions. Since 2001, tesa SE is an independent 100% affiliate of Beiersdorf AG (i.e., NIVEA, Eucerin, la prairie) with approx. 5.000 employees today.
- 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
- 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