Team Lead Customer Service with German

Linde Global Services Romania is a service hub, processing and supporting a variety of intra-company functions and services in the area of Order-to-Cash (such as order processing, customer master data, credit management, query management & customer support, invoice processing, customer & data management) for Linde Germany and Linde Switzerland. In addition, global business streams of Linde plc as Business Reporting & Analytics, Continuous Improvement & Automation, are being actively supported by our professionals. 
We are a team of 200 motivated and proactive professionals, representing a great community for our native colleagues from Germany and Switzerland, using every business experience to enrich our know-how and turn challenges into opportunities of learning and development. Our colleagues, their backgrounds, experiences, talents, knowledge, creativity, and the center culture based on open communication, mutual support and constructive competition while having fun together, are the foundation for our unique trademark. 

The personal and technical profile of our future team lead includes:
• Great communication skills, both written and verbal
• Mandatory advanced level of German language (B2-C) and medium level of English language
• Good knowledge of MS Office package (Outlook, Excel, Word, PowerPoint)
• Knowledge and experience using SAP and ticketing systems
• Min. 1 years’ experience in Customer Service, Call-center Support operations
• Min. 1 years’ experience in people management
• Team management skills through clear roadmaps and effective communication
• Organized and adaptable individual with effective time management
• Great results focus and ability to track and monitor progress against plan; strong influence and impact; good expertise in performance management and team motivation
• Customer focus: understand customer requirements; anticipate and meet the needs of customers; build long-term customer relationships; shares customer insight with employees; develop innovative customer solutions
• Negotiation & Conflict Resolution: encourage involvement in negotiation, conflict resolution and problem solving; listen effectively, clarify situations, and facilitate consensus-building
• Availability to travel in Germany and to Timisoara

Key operational and team management responsibilities:
• Oversee and manage all daily functions of the back office and customer interaction processes
• Set targets for all team members to meet up with internal SLAs
• Schedule and organize shift patterns for team members to ensure that customers are never left unattended to
• Prepare forecasts for the activity
• Deliver all departmental KPI's, achieving set targets and objectives within the inbound & outbound
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all team members and participate in recruitment of new team members
• Submit regular reports to management and seek new ideas and strategies to improve business performance
• Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner
• Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards

Team Leadership and Culture:
• Provide clear leadership in terms of setting stretching targets for both teams and ensures fully coordinated approach between country teams and shared services business administration team
• Ensure a harmonious working environment for all other team members and delegate duties to all team members
• Act as a role model to others whilst striving to achieve high standards of performance and customer service

Performance and Improvement:
• Perform evaluation process with all team members; Conduct regular review of all team members performance and organize training sessions for under performers
• Offer feedback and improvement resources
• Maintain error log and promote debrief and feedback with all the team to promote quality
• Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency

Client relations:
• Develop and maintain communication and collaboration with the clients; ensure that clients are always satisfied by providing prompt response and solutions to their challenges
• Receive, investigate and propose solutions for escalation issues
• Ensure all business administration KPI’s /SLA’s are delivered
• Ensure whole team provide professional customer services – one that is fair and appropriate for the business and its customers

Salary & benefits:

Working schedule – Our working day is covering 8hrs working schedule with 30 minutes lunch break included
Permanent home office for employees living >50km distance from Timisoara and hybrid working system for employees living in Timisoara & nearby
Meal tickets in value of 20 RON
Medical subscription (Allianz Tiriac)
Annual Performance bonus
Holiday bonus
13th salary
Referral bonus for each candidate recommended who will become our colleague
Life events celebration - In case of marriage, child birth or child adoption, we support you by offering you free days and financial support (based our internal compensation & benefits policy)
Additional bonuses - We offer you 150 RON for Christmas and for Easter, Children`s day and 8th of March
Eyeglasses discount
24 vacation days/year
Professional Development - Great opportunities to develop yourself within the company
Bookster - the road to self-improvement is also paved with books