Digital Customer Service Process Lead (m/f/d)

Technologies we use

Your responsibilities

• Oversee daily front‑office operations to ensure productivity, process accuracy, and adherence to standards.
• Receive, validate, and process customer orders; support colleagues with day‑to‑day order‑related tasks and data processing activities.
• Supervise process documentation and ensure all procedures and reference materials are accurate and up to date.
• Analyze operational data, trends, and customer feedback to prepare reports and identify opportunities for improvement.
• Identify process gaps, recommend enhancements, and lead or coordinate process improvement and automation initiatives.
• Solve complex or non‑standard cases, acting as the main driver for resolution.
• Provide business and functional requirements for new digital solutions; participate in testing and implementation.
• Allocate tasks within the team, prioritize workloads, and ensure efficient workflow management.
• Assess training needs, plan process‑related trainings, and support knowledge development within the team.
• Manage escalations from customers or internal stakeholders, resolving issues effectively and ensuring follow‑up with team members.
• Collaborate closely with sales, marketing, operations, and IT to support business initiatives and process improvements.
• Ensure compliance with internal procedures, quality standards, and regulatory requirements; perform regular quality checks.
• Prepare reports and presentations on team performance, processes, or improvement initiatives.
• Maintain strong cooperation with the Team Lead by providing visibility into risks, trends, and operational challenges.
• Build and maintain a strong back‑up structure within the team (minimum two back‑ups per process).
• Perform additional duties as required by business needs.

Our requirements

• Secondary or higher education and/or 3–5 years of relevant experience in customer service, order management, or process‑driven operations.
• Fluency in English (spoken and written).
• Strong proficiency in MS Office (Excel, Word, PowerPoint).
• Experience with SAP, Oracle, or other ERP systems.
• Good understanding of business operations and cross‑functional processes.
• Experience in full process ownership, including training others and leading improvement projects.
• Strong process leadership with the ability to guide, mentor, and support team members
• Excellent written and verbal communication skills with the ability to collaborate across all organizational levels.
• Analytical thinking and strong problem‑solving skills.
• Customer‑oriented mindset with a focus on high‑quality service delivery.
• Strong organizational and time‑management capabilities, especially in dynamic environments.
• Flexibility and adaptability to evolving business priorities.

What we offer

• Work in a pet‑friendly office - bring your dog to the office!
• Multisport card
• Private medical care
• Lunch card
• Office parking options
• Annual bonus
• Spring, Winter & Holiday Allowance
• Discounts on our products
• Collaborative, supportive, and inclusive culture

Benefits