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Customer Service Team Leader - Nordic Markets (M/F)

Michael Page Portugal

22.11.2021 | Porto | Referência: 2034252


Customer Service Team Leader - Nordic Markets  (m/f)

Referencia: JN -112021-4533913
Adicionado em 22.11.2021
Sobre os nossos clientes
Our client is a multinational company working on the expansion of its Shared Service Centre.

Descriçăo da oferta

Support the business in order to achieve sales and market strategy objectives. Ensure a reliable, adequate and competitive customer service level for all assigned customers of the channel.


  • Fill vacant positions in the team in alignment with the Manager CS;
  • Promote a high-performance culture by communicating and monitoring clear expectations and setting individual targets, encouraging the employees to work independently in order to be able to fully meet the specific requirements of the channel customers;
  • Assess performance and skills of team members as part of the performance evaluation, conduct feedback meetings in a timely manner, steer performance and deal with low performance;
  • Develop the team's functional and social competencies based on the Leadership Framework;
  • Perform talent management with the aim of developing employees within the context of their potential and talent;
  • Fulfil the duty of care for team members (this includes working time and absence management, complying with the regulations for maternity protection, etc.);
  • Ensure and support compliance with employee-related adidas guidelines and policies as well as all legal requirements;
  • Communication with customers via all relevant communication channels (e-mail, tickets, phone) and providing information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales;
  • Working in close cooperation with internal and external interfaces (e.g. Sales, CS Team, Finance, Order Fulfilment) when dealing with the following topics: backlogs, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, returns and claims, monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales, in between others;
  • Coordinating special handling for new requests and support in processing of returns and complaints;
  • Working in close cooperation with the Sales team and supporting them in customer service by providing specific expertise in the processes involved
  • Performing special tasks, e.g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.
  • Standing in for and supporting colleagues working in other groups within Customer Service


  • Completed commercial management qualification in the field of industry or logistics with further training or a Bachelor's degree
  • 3+ years' experience in providing customer support in the field of customer service, sales or logistics
  • Experience in people management
  • Fluency in Norwegian or Swedish or Danish (written and spoken) and advanced English language skills (written and spoken)
  • Advanced working knowledge of MS Office, SAP/CRM and Business Objects
  • A strong customer service focus
  • A high level of problem-solving ability
  • Highly developed organizational and time management skills
  • Excellent communications skills and proven ability to develop strong relationships
  • Ability to create a high-performance team
  • Understanding of costs and of sales generation

Job Offer

A great opportunity for professional growth!

O que procuramos
Customer Service; Team Leader; English; Finish; Swedish; Danish; Nordic; Nórdicos; Finlandês; Dinamarquês; Sueco; Apoio ao Cliente; Call Center
Contacto da Michael Page
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