Order Management Tower Lead with German and English

Customer Service team is primarily responsible for providing customers and consumers service support (including order management) according to the scope of work and service level requirements.

We are looking for a proactive and experienced Tower Lead to manage and optimize Order Management operations for our client. This role offers the opportunity to take ownership of processes, lead a dedicated team, and drive continuous improvement in a dynamic, multinational environment.

What will you do:

• Ensure Operational Excellence: You take ownership of end-to-end processes, from reports generation to meeting SLAs and KPIs. Through monthly and ad-hoc operational planning, you successfully deliver OTC operations for our client.
• Participate in Operational and Cycle Meetings: You actively contribute to operational and cycle meetings, providing regular progress updates and recurring reports as required.
• Handle Client Escalations: you take ownership to resolve issues and escalations raised by the client in an effective and timely manner, ensuring a high level of Client satisfaction
• Foster Collaboration: Maintain strong communication with End Markets, Account Managers, and client stakeholders to promptly address customer center requirements.
• Lead Continuous Improvement: You lead the change in continuously improving the department. You actively seek efficiency gains, anticipate challenges, and identify opportunities for technical enhancements, including apps and automation.
• Coach and Develop Your Team: You believe in hands-on leadership. You provide direct coaching to the team, ensuring that the coaching models implemented across the customer center support KPI achievement and foster career development.

What do we expect:

• Proficiency in English and German (minimum B2 level in both languages).
• At least 4 years of experience in a managerial or team leader role
• Solid background in accounting, finance, or a related area
• Excellent interpersonal and communication skills,
• Strong presentation and stakeholder management abilities
• Analytical mindset with a data-driven, problem-solving approach
• Ability to work well under pressure in a fast-paced environment
• Experience in managing transitions would be a strong asset
• Well-organized and reliable, with a solid track record of KPI delivery
• Advanced MS Office skills, with strong focus on Excel skills and flow charts
• Willingness to work in a hybrid model

Research indicates that some candidates, especially the most diverse ones, may hesitate to apply for positions if they don't meet all requirements. If you believe you possess the necessary skills, even if not meeting every requirement, we wholeheartedly encourage you to submit your application.