Customer Service Cluster Lead (m/f) - 100%

Zürich Festanstellung

Aktualisiert am 26/08/2021

  • Managing the day to day customer service department
  • Global FMCG company with regional hub in Zurich


Our client is a global corporation focusing on the luxury segment of consumer goods with its international operations hub based in the Zurich area. To strengthen their travel retail operations, we are exclusively recruiting a Customer Service Cluster Lead (m/f).


Customer Service Cluster Lead will report directly to the Customer Service Manager that is responsible for the regional activities and will have a direct responsibility over a team of customer coordinators. The tasks consist of the following activities, and are shared with the team members:

  • Managing the day to day customer service department, including order management (OTC) and customer relationship management (query to complaint management)
  • Responsible for the coaching/leading and interpersonal relationship and performance management of all direct reports
  • Accountable for the cluster work load management and the FTE balance across the team
  • Responsible for the claim (incl. destructions and returns) management to ensure process compliance and the management of the financial impact to the cluster
  • Maintaining strong platform for measurement of performance, including target setting and continues measurement of improvements
  • Leading the cluster environment for OTC to achieve and sustain best practices in effectiveness, quality delivered and efficiency within the internal defined framework and processes
  • Maintaining relationships with regional key stakeholders and promoting confidence in the overall execution of the process
  • Creating a seamless and satisfying internal and external customer experience throughout the organization
  • Creating and maintaining detailed knowledge around cluster relevant customers
  • Analyzing reports to identify trends and patterns in customer behavior
  • Managing operationally the customer service processes and governing their maintenance and development within the cluster with a focus on promotional planning/ management for global account clusters
  • Identifying opportunities and develop solutions to optimize the supply chain performance


For this function, the successful candidate should provide a strong proficiency in customer service management, whilst showing proven record in the following requirements:

  • Minimum commercial apprenticeship or business school with higher/further education; Bachelor Degree (BA) in Business Administration, Supply Chain, APICS certification or related discipline preferred
  • Proven track record in a similar role, including direct and/or indirect leadership experience within an international customer service environment
  • Minimum of 5 years of experience in comparable Supply Chain roles within a fast paced environment and multinational company with a clear customer focus and increasing levels of responsibilities
  • Strong influencing skills, with an entrepreneurial spirit and ability to adapt in a fast-growing environment
  • Hands-on approach and curiosity, can-do and positive attitude
  • High energy to drive change with strong team work and interpersonal skills, ability to coach, train and influence people by balanced application of tools/ techniques, management systems, mindset and behaviors
  • Flexible and independent individual with a problem-solving and analytical mindset
  • Excellent IT skills and knowledge on ERP systems (SAP is desired)
  • Business proficiency in English (written & spoken), German speaking is an advantage and any additional languages are a plus

Sonstige Informationen

With a strong focus on professional growth and continuous learning, our client is committed to developing the next generation of leaders for the company. The global nature of its work across multiple regions and brands, functions and channels provides fertile ground for mobility and career growth. The inclusive culture embraces diversity of thought and empowers individuals to think as entrepreneurs.

Romain Weynand
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Näheres Berufsfeld
Romain Weynand

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