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汉高
Team Leader – Customer Service Experience
立即应聘

Team Leader – Customer Service Experience

发布于 大约 1 小时前

基层主管/组长

United Kingdom, Hemel Hempstead, England
中级经验
全职员工
混合式弹性办公
学历未注明
客户服务与支持
Continuous Improvement
Crm
Customer Service
Kpis
Order To Cash
Salesforce Service Cloud
Sap
Team Leadership
Voice Of Customer

AI 估算 · 25k–45k

中等管理岗，英国生活成本高，行业稳定，薪资中等偏上。

职位详情

关于这个职位

This role leads a Customer Service Experience team to deliver seamless end-to-end customer experiences, overseeing Order to Cash and service management using KPIs. It involves coaching, escalation handling, and collaboration with internal teams to drive continuous improvement.

最低要求

–6 years’ experience in Customer Service, Supply Chain, or Sales, with people management exposure.

Ability to lead teams in making trade off decisions that optimize cost, inventory, service quality, and sustainability in an end to end supply chain environment.
Strong customer centric mindset with excellent communication skills — able to convey information clearly across teams and levels.
Confident presenter, able to create clear, structured presentations and communicate them effectively to stakeholders.
Takes initiative, acts proactively, and makes sound decisions independently.
Collaborative and resilient, able to manage competing priorities and adapt quickly.
Knowledge of Order to Cash processes, customer service operations, and CRM/ERP tools (Salesforce Service Cloud, SAP).
Comfortable working with KPIs, dashboards, and performance metrics.
Strong planning, organizing, and leadership skills with a focus on developing and coaching team members.

工作职责

Lead and coach the CSX team to deliver a seamless, positive end to end customer experience.

Oversee Order to Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to monitor performance and drive improvements.
Act as a point of escalation for complex customer inquiries, supporting supply, commercial, and application related topics.
Build strong customer relationships and identify opportunities to improve satisfaction using customer feedback and Voice of Customer insights.
Collaborate with internal teams—including Sales, Marketing, Supply Chain, CoE and GBS+ to align priorities and ensure commitments are met.
Support and implement customer experience initiatives, tools, and processes, including new projects and organizational changes.
Ensure accurate and high quality CRM data is captured, supporting effective customer retention and development.
Drive continuous improvement, identifying opportunities to streamline workflows and enhance service quality.
Plan and Manage team performance, development, coaching, capability building, and operational planning (daily/weekly/monthly).
Uphold corporate standards, sustainability requirements, and SHE compliance.

AI 洞察

优缺点分析

优点

  • Leading a team in a multinational company with strong brand recognition.
  • Exposure to end-to-end supply chain and customer experience strategy.
  • Flexible work model with hybrid and remote options.
  • Comprehensive benefits including pension, bonus, and leave.
  • Managing competing priorities in a fast-paced customer service environment.
  • Handling escalated issues which can be stressful.
  • Requiring strong people management skills to coach a diverse team.
  • This role is ideal for experienced customer service professionals with leadership aspirations who enjoy driving operational excellence and team development.

缺点 / 挑战

暂无明显挑战项

角色解读

  • Progress to senior management roles such as Customer Service Director or Operations Manager.
  • Move into broader supply chain or commercial leadership positions.
  • Develop expertise in customer experience strategy and digital transformation.
  • Lead and coach a customer service team to ensure positive end-to-end experiences.
  • Oversee Order to Cash processes and use KPIs to monitor performance.
  • Handle complex customer escalations and collaborate with cross-functional teams.
  • Drive continuous improvement initiatives and implement new tools/processes.
  • Strong leadership and coaching abilities to develop a high-performing team.
  • Deep knowledge of Order to Cash and customer service operations.
  • Proficiency in CRM/ERP tools like Salesforce Service Cloud and SAP.
  • Excellent communication and stakeholder management skills.

申请策略

  • Research Henkel's sustainability goals and align your experience with their values.
  • Prepare to discuss how you have driven continuous improvement in previous roles.
  • Emphasize people management experience with specific team size and achievements.
  • Showcase KPI-driven improvements in customer service metrics.
  • Highlight experience with Order to Cash, CRM, and ERP tools like Salesforce and SAP.
  • Include examples of cross-functional collaboration and stakeholder communication.
  • Strengthen coaching and mentoring skills through certifications or workshops.
  • Deepen understanding of supply chain dynamics and end-to-end processes.

面试指南

  • Use the STAR method (Situation, Task, Action, Result) to structure behavioral answers.
  • Whenever possible, quantify results with metrics (e.g., improved CSAT by 10%).
  • Show both strategic thinking and hands-on execution in your examples.
  • How do you motivate and develop a customer service team to achieve KPIs?
  • Describe a time you resolved a complex customer escalation. What was your approach?
  • How do you balance cost, inventory, and service quality in a supply chain context?
  • Can you give an example of a process improvement you implemented in customer service?
  • How do you prioritize tasks when managing multiple competing deadlines?

职位点评

74
综合评分

Team leader role in a mature industry with flexible working, good benefits, and moderate development opportunities.

从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。

更适合这类人
This role is best for candidates who value work-life balance, competitive benefits, and team leadership in a stable multinational environment.
表现最好
工作生活
相对薄弱
使命价值
薪资福利80
成长发展70
工作生活85
使命价值50

薪资福利

80较高

The role offers competitive salary, performance bonus, generous pension, and flexible benefits typical of a multinational company.

薪资信号未披露（AI估算：25K-45K/月）
福利待遇Flexible work scheme、hybrid work model、work from anywhere policy、Global wellbeing standards、Gender-neutral parental leave、Employee Share Plan、Performance bonus / incentives、Competitive Pension & Life Assurance、Annual Leave: 27 days plus 8 Bank Holidays、Celebration vouchers

成长发展

70中等

Provides coaching, development, and growth opportunities, but the role is in a mature industry with established processes.

技术前沿主流现代技术
技术栈Salesforce Service Cloud、SAP、CRM、KPIs
成长机会growth opportunities、coaching、development、capability building
业务类型cost_center

工作生活

85较高

Flexible work model, hybrid schedule, work-from-anywhere policy, and good leave entitlement strongly support work-life balance.

工作模式混合式弹性办公
办公地点未明确
加班情况未提及（无法判断）
工作生活平衡Flexible work scheme、hybrid work model、work from anywhere policy

使命价值

50较低

The role contributes to customer satisfaction but has limited direct social impact; sustainability is mentioned but not central.

行业发展稳定成熟行业
社会影响中性/一般
创新程度稳健跟随主流

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