Deputy Manager of Customer Service International (m/f/d)
As Deputy Manager Customer Service International, you will support the management of our customer service team in all operational and strategic tasks. Together, you will ensure that our customers have a first-class shopping experience every day – from the initial enquiry to delivery and after-sales service.
Here you can put your experience to good use, take on responsibility and actively contribute to the continuous development of our processes.
Our offer
- Drive the strategic development of our International Customer Service department in close collaboration with department management
- Support the department head and team leads in operational management
- Coordinate and oversee daily operations across the International Customer Service teams
- Monitor key performance indicators and ensure effective collaboration with related departments such as Logistics and IT
- Maintain and continuously enhance service quality and customer satisfaction levels
- Monitor market developments and adapt strategies accordingly in collaboration with department and team leads
- Take on disciplinary responsibilities within the department
- Recruit, coach, develop, and motivate agents in cooperation with department and team management
- Manage projects and drive process improvements
- Foster seamless communication between department management, the teams, and other departments across the company
- Act as the final point of escalation for complex customer issues
- Report directly to the Head of Department, Director of Customer Service, COO, and CEO
Your profile
- Fluent English skills, both written and spoken
- Ideally fluent German skills
- Several years of experience in personnel leadership and employee development, including performance and feedback processes
- In-depth understanding of all processes along the customer journey, combined with strong commercial knowledge
- Several years of experience in the after-sales area
- Strong analytical mindset and a firm grasp of relevant KPIs
- Ideally, experience in leading and managing projects
- A business-oriented mindset with a forward-thinking approach
- Excellent communication skills and a strong team spirit
- Strategic and analytical thinking abilities
- A structured, independent, and results-driven way of working
- Resilience and flexibility in a dynamic environment
Our offer
- Contact with customers who love us ;-) and business with emotions
- 30 days of holiday
- Attractive and performance-related remuneration with Christmas bonus, as well as company pension scheme
- Pleasant working atmosphere with flat hierarchies
- Modern, well-equipped workplace far away from city noise and traffic jams
- Varied projects in an international environment
- Free German lessons
- Corporate benefits and employee discount
- Company canteen with changing, freshly prepared dishes
- Fully equipped rehearsal room
- Modern, in-house fitness studio for free use
- JobRad offer
Who are we
About us
Founded in 1954, Thomann is today the largest distributor of instruments and music equipment in the world and one of the largest e-commerce companies in Germany. The webshop thomann.de is at the center of our thoughts and actions. Whether you are a beginner or an internationally acclaimed musician, our more than 1800 employees from over 30 nations aim to meet the needs of our 18 million customers. The range currently comprises more than 110,000 products. From instruments and sheet music to event and lighting technology, from the best-known international brands to our 30 Thomann own brands.
Thomann Campus
Treppendorf near Bamberg is not only home to Europe's largest mail order warehouse, but also Europe's largest music store: a 5500 square meter musician's paradise for testing, discovering or simply being inspired. Our service center is also located on the campus. In the specialist service and workshops, around 170 employees take care of the maintenance, care and repair of defective products, among other things.
Did we spark your interest? Then we would love to receive your compelling application along with your complete documents (cover letter, resume, certificates) and your salary expectations.
- Manfred Specht
- CHRO
- +49 9546 9223-1186
