Team Leader Sales and Customer Service

We are seeking a highly motivated and experienced Team Leader to oversee the operational and technical excellence of our customer service area. As a leader, you will be responsible for managing a team, steering KPIs and processes, driving technical problem-solving, and ensuring high customer satisfaction from initial contact to final resolution.

Key Responsibilities:

• Lead, motivate, and develop an operational customer care team
• Ensure excellent customer experience throughout the entire process, from inquiry to final solution
• Monitor daily operations and track relevant KPIs and SLAs
• Manage escalations and key accounts with a focus on transparent and solution-oriented communication
• Oversee order handling, including order recording, deadline monitoring, and coordination with logistics, service, and internal interfaces
• Continuously optimise processes along the customer journey, including digitalisation and efficiency improvements
• Collaborate closely with sales, technical, product management, and finance teams
• Provide operational support during peak periods, particularly for complex issues

Requirements:

• Completed studies or comparable technical, commercial, or operational training
• Leadership experience or a clear leadership personality within an operational environment (customer care, service, logistics, order processing, production, etc.)
• High customer orientation, excellent communication, and problem-solving skills
• Enjoy organising, developing operational teams, and designing processes
• Familiarity with basic metrics (KPIs, SLAs), and digital tools
• Excellent German and good English language skills

What We Offer:

• Flexible working hours, flexible time-off, and remote work options
• Work within an independent business unit with flat hierarchies, integrated into a global corporation's infrastructure
• Open, development-oriented teams and a lived feedback culture
• 30 days of vacation, attractive employee discounts, and a free parking space with charging stations for e-vehicles and e-bikes
• Urban Sports Club membership and JobRad

About AVL: AVL is one of the world's leading mobility technology companies for development, simulation, and testing in the automotive industry and other sectors.