Join a wonderful and collaborative global team in Essen by combining your technical knowledge with data protection management.
YOUR ROLE & RESPONSIBILITIES
As Service Excellence Manager (CENTRAL) you will find solutions and
answers to some of the toughest, most exciting questions that enable us to
deliver the best customer experience; an important strategic pillar at
Brenntag. You will identify, support, and lead tangible improvements to achieve
our strategy, reducing poor customer outcomes, improving service, and building customer
loyalty.
What you will do:
You will help identify service level improvement
opportunities, driving change by working with partners across the organisation.
You will also join an established, dynamic team with exposure to thousands of colleagues
across multiple markets. Reporting
to the Sales & Business Development Director (CENTRAL), you will also help
to share best practice ideas and coaching opportunities which can apply across
the region and will help to sharpen our service offering to our customers.
Main responsibilities:
- Ownership or all local VOC metrics, including NPS, CSAT, CES & Issue Resolution scores.
- Performance management - monitor relevant metrics to identify important issues and trends. Working with stakeholders to deep dive and engineer proactive solutions
- Provide ongoing coaching and support to frontline staff to ensure consistent adherence to Service Excellence standards
- Create, engage, and motivate colleagues through the publication of regular metric reporting
- Develop a deep understanding of customer outcomes across all dimensions in our marketplace, through the eyes of colleagues, customers, and suppliers
- Deliver through others - plan, coordinate and govern workstreams. Manage relationships and collaborate with teams across the business, including local markets and regional teams, to identify areas of improvement that deliver impactful projects
- Discover, propose, and implement improvements to customer touchpoints
- Support the Sales & Business Development Director (Central) within commercial excellence initiatives.
YOUR PROFILE
What we are looking for:
- 3+ years of experience working in a fast-paced and project-based organisation
- Ability to inspire, motivate, and manage yourself, and those around you
- Proven experience in customer service, customer experience management, or related roles
- Strong analytical skills with the ability to collect, analyse, and interpret customer feedback data
- Excellent written and verbal communication skills ( german and english), with the ability to communicate complex concepts effectively
- A deep desire to solve real-world problems in a global B2B organisation
Solid skills in
- MS Office Suite
- Qualtrics/VOC platforms
- Salesforce/SAP/CRM/ERP
Desirable, but not required:
- Lean Six Sigma – Yellow/Green Belt
- Prince2
- Modelling skills i.e., pivot tables, PowerBi
- Additional language skills
This role is all about customers, colleagues, and
relationships. In addition, your unwavering passion for customers will be
obvious. You are their champion, and guarantee they are front, and centre always.
If you are passionate about
delivering exceptional customer experiences and have a keen eye for process
improvement, we encourage you to apply. Join our team and enjoy a career being
part of a company dedicated to exceeding customer expectations at every
interaction.
OUR OFFER
- Exciting professional tasks and
challenges in a diverse and secure working environment with the world market
leader in the chemical distribution industry and DAX listed company
- Arrange your working hours and
breaks flexible via your flextime account; Thanks to our company's internal
regulation on mobile working, your professional and private life can be
combined even better
- Our personalized onboarding
program, guarantees that you will be off to a quick start
- A competitive remuneration
package, including holiday pay and a Christmas bonus, awaits you
- Take advantage of our
company-sponsored pension scheme
- Benefit from free employee
parking and convenient transport connections
ticket
- Our “House of Elements” offers
modern and ergonomic workplaces, an award-winning company restaurant, and a
selection of complimentary coffee varieties
- Your well-being is very important
to us: Take advantage of our preventive health care offers, running groups, and
yoga courses, and enjoy 30 relaxing days of holiday per year
- Stay fit and do your bit for the
environment at the same time: Lease your dream bike conveniently via Brenntag
INTERESTED?
We look forward receiving your application.
Patrice Egoumé
Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.