Head of Customer Service & Support Strategy (m/f/d)

Berner Omnichannel Trading Holding SE
Künzelsau | Köln

For the permanent support of our team, come and shape the future together with us in Cologne or Künzelsau (Germany) as Head of Customer Service & Support Strategy (m/f/d)

Was wir bieten

The values and sustainability of a family enterprise. And anything but rigid routine processes. After all, the Berner Group is undergoing a strategic transformation. Customer focus and digitalization are top priorities for us. This is the perfect setting for undaunted doers who are fully committed when daring new things, who stick to their ideas – even when this is not easy – and in this way put their lasting mark on our company, on a national as well as international level. We offer you many additional advantages. For instance, short lines of communication and decision-making, introductory training that is adjusted to you personally, a competitive salary with company pension scheme, and capital-forming benefits plus staff discounts on purchases of our expert products.

Was Sie auszeichnet

  • Bachelor’s or Master’s degree in Business Administration, Engineering or a similar field
  • Several years of professional experience in similar functions, preferably in one of our target industries (especially mobility and construction)
  • Extensive knowledge in optimizing and managing after-sales, customer service and sales support processes
  • Proven track record of working effectively with different levels of management in a matrix organization
  • Team player (m/f/d) and strategic thinker (m/f/d) with great know-how in project and change management
  • Strong results orientation with a hands-on mentality
  • Excellent analytical skills and problem solver (m/w/d) mentality
  • Comprehensive MS Office skills
  • Fluency in English, second language advantageous

Was Sie erwartet

  • Shape our overall approach to customer service and sales support in close collaboration with the local teams
  • Drive customer satisfaction through process excellence in customer service and sales support
  • Define efficient and effective standards to professionalize and harmonize after-sales processes
  • Drive projects with a focus on reducing process inefficiencies and manual workload (e.g., order blocking, repair processing)
  • Drive improvements and promote usage of customer and sales „self-services“
  • Support in defining customer service levels per customer segment
  • Develop performance management and KPIs for customer service and sales support
  • Define the training needs for customer service and sales support

Wer wir sind

We are the holding company of the Berner Group. With about 280 employees, we are managing the Europe-wide departure to the digital future and are positioning ourselves for the years to come. The Berner Group is a financially strong, owner-operated corporation in the second generation, with approximately 46 subsidiaries all over Europe.
Our core competencies are multichannel sales and the production of MRO goods, such as tools and chemical products for the automotive and industry sectors and the building trade. 8,200 people in the Berner, Caramba, and BTI Business Units make a difference – they move us ahead. Again and again, every day.