Job responsibilities: 

• Plan, manage and monitor the day-to-day running of Customer Service Switzerland to ensure smooth progress 

• Having full supervisory responsibility of the Customer Service team including hiring, performance management, coaching, and development 

• Governance of the recruitment process including conducting interviews 

• Regularly evaluate the efficiency of business procedures according to organizationalobjectives and apply improvements 

• Ensuring efficient order processing while meeting quality standards 

• Oversee customer support processes and organize them to enhance customersatisfaction 

• Evaluate overall performance by gathering, analyzing and interpreting data and metrics 

• Ensure that the operation runs with legality and conformity to established regulations 

• Identifying opportunities to streamline business processes and systems 

• Working alongside other members of the business to exceed the sales targets 

• Overhauling customer service activities and implementing minimum standards across all contact with customers 

• Project management and process control/optimization including communication in coordination with corporate headquarters and internal interfaces 

• Implementation of technologies and tools to increase transparency and productivity 

Experience & knowledge, languages needed 

• Optical background

• 5 years of relevant experience in Customer Service management and leadership of a team of strong professionals 

• Relevant experience working within a fast paced, quickly evolving organization and manage multiple complex priorities 

• Previous relevant experience using SAP system to assist and manage customer service processes and activities 

• Advanced computer skills including Microsoft Excel, Word, PowerPoint and other relevant business tools 

• Experience developing, implementing, tracking work processes and reporting performance against those processes. 

• In depth knowledge of diverse business functions and principles 

• Knowledge of industry’s legal rules and guidelines 

• Knowledge of data analysis and performance metrics 

• Solid understanding of financial management 

• Excellent communication skills in both German andEnglish (verbal, written and presentation), French optional 

• Customer Centric and Commercial mindset 

Competencies & characteristics needed 

• Excellent organizational, management and leadership abilities 

• Highly motivated with a passion for inspiring, motivating and developing the Customer Service team 

• Strong team player with ability to collaborate with all relevant departments and stakeholders 

• Distinctive problem solving, and analytical skills combined with strong business acumen 

• Ability to effectively prioritize, demonstrate flexibility and ownership in a fast-changing and matrix environment 

• Exceptional written and verbal communications skills, as well as strong interpersonal skills 

• Commercial awareness with an eye for seeing business improvement opportunities 

• Excellent stakeholder management skills and an ability to communicate complex business ideas 

• Technical & professional competency 

• Service-oriented thinking and acting