Customer Service Team Leader, Wiesbaden

Bio-Techne Customer Service Team Leader – EMEA

Bio-Techne is a leading supplier of life science products to the research industry. The company is growing rapidly both organically and through acquisitions. Its European headquarters is based in Abingdon, UK, with a manufacturing facility in Bristol and subsidiaries across Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary, and the Czech Republic.

Position Summary

This role involves supporting the management of the customer services team in EMEA, from initial customer contact to post-delivery follow-up and after-sales care. The Customer Service Team Leader is responsible for driving best practices and efficiencies within the team to deliver outstanding customer service to external customers and internal teams.

This is a hands-on role; the team leader will perform the same duties as their team while leading, motivating, monitoring, and developing them.

Essential Functions

1. Team Leadership : Lead and supervise a team of customer service advisors, providing guidance, support, and ongoing coaching to ensure exceptional performance.
2. Operational Excellence : Drive best practices and ensure maximum productivity and utilization.
3. Team Environment : Foster a positive and collaborative environment, promoting a customer-centric mindset and continuous improvement.
4. Performance Management : Set goals, monitor progress, and provide feedback and evaluations.
5. Training : Support training new team members on standards, customer service, and duties.
6. Process Improvement : Collaborate with other departments to optimize customer service processes.

Creation of Business KPIs

Act as a point of escalation for complex inquiries or complaints, resolving issues promptly to ensure customer satisfaction.

Minimum Requirements / Qualifications

• Experience managing or leading a team
• Ability to manage multiple priorities, work under pressure, and meet deadlines
• Customer-focused mindset and commitment to improvement
• Understanding of supply agreements
• Ability to build relationships and foster a positive team environment
• Logical and analytical problem-solving skills
• Excellent IT skills
• Industry background is helpful but not essential

Skills and Personal Qualities

• Commitment to total customer satisfaction
• Strong organizational and administrative skills
• Effective communication and interpersonal skills
• Analytical skills to identify trends
• Proficiency in English (written and verbal)
• Knowledge of Microsoft D365 and/or Salesforce is desirable
• Additional language skills are a plus

• Passion for customer service
• Attention to detail, time management, and organizational skills
• Problem-solving ability and creativity
• Multi-tasking capability
• Calmness under pressure
• Ability to work in a fast-paced environment
• Relationship-building skills with stakeholders
• Strong brand ambassador qualities

EPIC Attributes: Empowerment, Passion, Self-Direction & Creativity

• Set goals, monitor KPIs, and assess results for continuous improvement
• Work collaboratively, share knowledge, and contribute ideas
• Produce comprehensive reports
• Support and guide team members and departments
• Ensure quality and customer satisfaction across all areas

Bio-Techne is committed to quality, customer satisfaction, environmental sustainability, and continuous improvement, integrating these values into its culture.

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