Your Responsibilities

• Professional and disciplinary leadership of the customer service team in the Northern region
• Further development and implementation of a modern customer service strategy to ensure high customer satisfaction
• Management of daily customer service operations, taking into account KPIs, quality standards, and service agreements
• Analysis of customer, process, and performance data for continuous improvement of service quality
• Optimisation and further development of processes, systems, and standards
• Ensuring a motivating leadership culture and fostering personal responsibility and development within the team
• Conducting coaching sessions, employee appraisals, and developing individual career paths
• Resource and deployment planning within your area of responsibility
• Close collaboration with dispatch, sales, and operations to ensure seamless end-to-end processes
• Professional escalation management and solution-oriented handling of complex customer concerns

Your Profile

• Experience in the freight forwarding or logistics industry
• Initial or several years of leadership experience, ideally in a customer service environment
• Strong customer and service orientation as well as excellent communication skills
• Excellent command of German and English, additional languages are an advantage
• Good MS Office skills
• Structured, precise, and solution-oriented way of working
• High level of initiative, resilience, and ability to maintain an overview even in dynamic situations
• Willingness to travel regularly within the region

The Offer

• Responsible leadership position in an international logistics environment
• Scope for shaping the further development of processes, standards, and team structures
• Varied tasks with close collaboration across different departments
• Long-term perspective in a future-oriented company
• Professional environment with a focus on quality, service, and continuous improvement
• For this position, an annual gross salary starting from EUR 56,000 is provided. Depending on qualifications and professional experience, an overpayment is possible.

If you are looking for a responsible leadership role in customer service and would like to contribute your experience in an international logistics environment, we look forward to receiving your meaningful application under reference number 111 769, preferably via our ISG careers portal or by email.

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