Team Leader (m/f/d)

Company

We are a successful pharmaceutical trading company and a long-standing market leader. We import medicines from EU countries and distribute them to pharmaceutical wholesalers and pharmacies. In doing so, we make an important contribution towards ensuring the affordable supply of medicines.
As an owner-managed group of companies based in Merzig, we have been offering more than 950 employees - some of whom are now in their second generation with us - both secure and interesting jobs as well as good earning potential for over 40 years.

Position

Are you passionate about leading and developing staff, as well as optimising service processes? Do you enjoy taking on responsibility and driving initiatives forward on your own initiative? Then you’ve come to the right place!​

For our Customer Service department at our Merzig site, we are looking for a Second Level Support Service Team Leader (m/f/d) to join us on a full-time basis (40 hours per week) as soon as possible​

Second-Level Support Service Team Leader (m/f/d)

Your responsibilities

• Providing technical and managerial leadership to a team delivering second-level support via telephone and in writing
• Ensuring availability and service quality within the defined service hours (e.g. 08:00-18:30)​
• Monitoring and managing team performance using relevant KPIs (e.g. FCR, service level, availability)​
• Coaching, motivating and developing staff in line with a service-oriented corporate culture​
• Escalation management and liaison with specialist departments, second-level support and departmental management​
• Contributing to the optimisation of processes​
• Conducting team meetings, feedback sessions and annual appraisals
• Assisting with day-to-day operational tasks as required (e.g. during peak periods)​ ​

We offer

• The opportunity to be part of a successful team at our innovative site in Merzig​
• A highly attractive remuneration package, including performance-related annual pay and a company pension scheme, as well as JobRad, Corporate Benefits and our comprehensive workplace health management programme featuring back fitness at work, yoga and much more​
• Flat hierarchies and needs-based staff development opportunities​
• 29 days’ annual leave and the option to take flexitime​
• Excellent work-life balance thanks to customisable working time models and the option to work from home on a temporary basis​
• A canteen offering a selection of regional and health-conscious meals at affordable staff prices​
• Free staff car park​

Your profile

• Successfully completed commercial or equivalent vocational training
• At least 3-5 years’ professional experience in customer service or a support role
• Initial to several years’ management experience in a team leadership role
• Experience in managing service metrics (e.g. FCR, service levels, availability)
• Experience in process optimisation and the continuous improvement of workflows
• Strong service and customer focus
• A high degree of initiative and self-motivation, as well as an independent and structured approach to work
• Strong communication skills, assertiveness and conflict resolution skills
• An analytical approach to work and strong organisational skills
• Proficiency in MS Office and common CRM/ticket systems
• Willingness to play an active role in day-to-day operations

Benefits

• JobRad
• Canteen
• Company pension scheme
• Working from home
• Workplace health management
• Corporate Benefits
• Fitness room
• Back fitness
• Yoga
• Special payments
• Company parties