Process Owner Customer Service (m/f/d) Land Transport Europe.

For the function Business Services in the Regional Head Office (RHO) Europe in Frankfurt/Main we are looking for a 

Process Owner Customer Service (m/f/d) Land Transport Europe.

As a member of a progressive and highly motivated team in the European HQ, you will play a key role in the joint development of the Business Services function. Key areas of the Business Services function include Customer Service, Order Data Management, Invoicing and Settlement, Operations Center Land, Order Management Direct Operations and the Management of Exchangeable Loading Devices.

As a Process Owner of Customer Service in Land Transport Europe, you will functionally lead the Customer Service in the clusters/countries, you will be responsible for the processes related to Customer Service, and you will manage projects and implement measures to enhance the customer experience and continuously increase our service quality and productivity.

Your Main tasks:

• As part of the RHO Business Services team you will manage and optimize within the operations the administrative processes associated with the production process 
• In particular, you will manage projects aimed at improving quality and efficiency in Customer Service
• You will develop and implement strategies to increase customer satisfaction and loyalty with focus on operational business
• You will functionally lead Customer Service in the clusters
• You will analyze customer feedback and data to identify opportunities for improvement
• You will collaborate with cross-functional teams to ensure project goals and objectives are met, communicate project updates and progress to stakeholders
• You will conduct regular training and coaching sessions with teams to enhance Customer Service skills
• You will act as responsible and accountable project lead for further key projects of the Business Services function

As an ideal candidate, you possess the following expertise and skills:

• Either a bachelor’s degree or higher (preferably with focus on logistics)
• Several years’ experience in Customer Service 
• Affinity to technical solutions and digitalization will be an asset
• Excellent organizational and problem-solving abilities
• Conceptual and analytical skills to analyze, optimize and re-design processes
• Ability to analyze data and customer feedback to drive improvements
• High degree of flexibility, commitment, and willingness occasional travel
• Excellent communication and intercultural skills to drive alignment and collaboration across Europe and you speak English fluently, other European languages are advantageous