Head of Customer Service & After Sales (80-100%)

About the job

Head of Customer Service & After Sales (80–100 %)

Under the umbrella of the WILLISAU GROUP, we are bringing various furniture brands closer together and continuously developing our organisation. As part of this development, we are also realigning our customer service and after-sales processes.

For this purpose, we are looking for an experienced and committed individual who takes responsibility for our customer service, competently resolves demanding customer and service cases, and actively helps shape future procedures.

Do you combine technical or craft understanding with commercial thinking, organisational talent, and a strong customer focus? Do you keep an overview even in complex cases and find pragmatic, fair, and sustainable solutions? Then we look forward to getting to know you.

Your Tasks

• Responsibility for customer service as well as the further development of our after-sales processes
• Independently managing after-sales, warranty, and complaint cases from notification to successful completion
• Technically and commercially assessing customer cases and developing suitable, customer-oriented solutions
• Coordinating repairs, replacement deliveries, and other service measures with internal and external partners
• Professionally, reliably, and solution-orientedly supporting customers and our specialist retail partners
• Acting as a central interface between customers, sales, production, purchasing, logistics, and external partners
• Analysing existing procedures and specifically further developing processes, responsibilities, and quality standards in customer service
• Using insights from complaints and service cases to continuously improve products, quality, and internal processes

Your Profile

• Several years of experience in after sales, technical customer service, service, or complaint management
• Ideally a craft or technical basic training, for example as a carpenter or upholsterer, complemented by commercial experience or appropriate further training
• Experience in the furniture or interior design industry is an advantage; experience from carpentry, interior finishing, kitchen construction, upholstery, or related industries is also welcome
• Good technical understanding and the ability to quickly grasp problems, assess them thoroughly, and develop suitable solutions
• Independent, structured, and responsible working style
• Strong customer and solution orientation as well as communication skills and assertiveness
• Enjoyment in taking responsibility and actively further developing existing structures
• Very good German language skills in spoken and written form; French and English skills are an advantage
• Confident handling of digital work tools and ERP systems

What to Expect from Us

• A responsible and versatile position with a lot of independence and scope for design
• The opportunity to actively help shape and further develop our customer service and after-sales structures
• A varied range of tasks between customer contact, technical case management, internal coordination, and process development
• A design-oriented environment with high-quality furniture brands
• Short decision-making paths and room for initiative and new ideas
• A position where you can make an immediate impact with your expertise and experience

Interested?

You have experience in after sales or technical customer service and want to take responsibility, not just manage demanding customer cases but solve them sustainably, and develop our customer service together with us?

Then we look forward to getting to know you.

Please send us your complete electronic application documents including salary expectations to: