Customer Facing & order Management Team Leader Region South Central

At Essity, we are looking for a Customer Facing & Order Management Team Leader to join our South Central team. In this leadership role, you will be responsible for leading, developing, and empowering a team of Customer Facing & Order Management Representatives while ensuring an exceptional customer experience and operational excellence across the region. As Customer Facing & Order Management Team Leader, you will play a critical role in driving team performance, fostering a customer-centric culture, and ensuring the efficient execution of customer service and order management activities. You will act as a key link between your team, Sales, Marketing and specialist functions, ensuring smooth collaboration and continuous improvement of customer-facing processes. This position can be based in Zeist (Netherlands) or Mannheim (Germany). For this role, it is important that you are fluent in French and English, both written and verbal, and are comfortable using both languages daily in an international customer-facing environment.

Responsibilities

Lead, coach, develop, and motivate a team of Customer Facing & Order Management Representatives; Create a high-performance culture focused on customer satisfaction, collaboration, and continuous improvement; Ensure the delivery of an excellent customer experience through effective management of customer requests, escalations, and order-related activities; Monitor team performance against agreed service levels, KPIs, and customer satisfaction metrics; Act as an escalation point for complex customer issues and work cross-functionally to drive timely resolutions; Partner closely with Sales, Marketing, Supply Chain, and specialist teams to ensure seamless service delivery; Drive operational excellence and ensure compliance with established customer service and order management processes; Provide coaching and support to team members, enabling their personal and professional development; Analyze team performance data and identify opportunities to improve service, efficiency, and customer satisfaction; Lead and support continuous improvement initiatives across customer service and order-to-billing processes; Ensure effective workload management and resource planning within the team; Foster strong relationships with internal and external stakeholders to support business objectives across the South Central region; Promote best practice sharing and standardization across the wider Customer Service organization

Requirements

Proven experience in Customer Service, Order Management, Customer Support, or a related field; Previous experience leading, coaching, or supervising teams within a customer-facing environment; Strong customer-centric mindset with a passion for delivering outstanding service; Experience handling customer escalations and resolving complex issues effectively; Fluency in French and English, both written and spoken; Experience working with CRM systems and customer interaction tools; Strong stakeholder management and communication skills; Excellent leadership, coaching, and people development capabilities; Strong analytical and problem-solving skills with a data-driven approach; Ability to prioritize and manage multiple activities in a fast-paced international environment; Experience driving process improvement and operational excellence initiatives; A collaborative mindset and the ability to influence across functions and levels of the organization

Nice to have

German, Dutch, Spanish or Italian

Benefits

Hybrid working environment; Opportunities for professional development; Leadership development programs; Being part of a global organization committed to making a meaningful difference in people's lives