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

Digital Customer Service Process Lead

As a Digital Customer Service Process Lead, you will play a critical role in ensuring the efficiency and quality of front-office operations. You will act as a process expert, lead improvement initiatives, support day-to-day operations, and assist the Team Lead with insights needed to manage the team effectively. This position requires strong analytical thinking, excellent organization skills, and the ability to work independently while supporting others.

You will be the go-to person for process-related questions, escalations, and improvements, ensuring that both customers and internal teams receive the highest level of service.

Key Responsibilities:

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

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