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WS Audiology combines over 140 years of experience in pioneering better solutions to help people with hearing loss. With a passion for impact, our around 12.000 employees are committed to achieving our purpose: wonderful sound for all. With brands like Signia, Widex, Audio Service, Rexton and Vibe, and with diverse assets across wholesale, retail, online, managed care and diagnostic solutions, we are active in over 125 markets. Going beyond together, we achieve annual revenues of around EUR 2 billion.
As part of the medical industry, we are a crisis-proofed and sustainable place in the German and international markets.
Our corporate DNA is defined by high-tech, agility, and continuous forward-thinking.
Our products are benchmarks for customers and competitors on several levels. In technology, product launches, added value, adaptability - trendsetters!
An established network around the globe is a guarantee of our success.
Become part of WSA as Head of International Customer Service, based in our global location in Erlangen (greater area of Nuremberg).
Our new Head of International Customer Service will manage the international Customer Service team which is responsible for EMEA and LATAM regions. This person will be reporting directly to the Regional President. This is an onsite job with a limited possibility to work from home (you should be present at the office at least three days a week).
We are hiring a Head of the International Customer Service team, to lead the service and support for customers across WSA’s markets, globally. Lead and build the international customer service team. Responsible for managing the performance of customer-facing team members to ensure the department and organizational objectives are met. Provides day-to-day leadership and guidance to support direct reports through conflicts and client escalations.
Provide ongoing supervisory support to direct reports by utilizing own expertise and knowledge to guide them through all aspects of the Customer Service role. Evaluates workloads; prioritizes and delegates responsibilities and activities as needed to support the business. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. Your expertise and leadership are needed to help us grow, and more importantly - create value by delivering an even better customer experience as we go.
Strategic and operational development of the Customer Service team and of internal processes
Development of reports and KPIs to manage the division and improve customer satisfaction
Creation of concepts for the continuous improvement
Leading of team members and an adequate, regular allocation of team resources
Care of key customers - customer-oriented handling of inquiries and complaints
Overall responsibility for quality and efficiency in ERP system: data management/maintenance of an adequate and in-time order processing and invoicing approach
We’re looking for a visionary leader for our Customer Service team, who will motivate and engage his team members to create an inclusive team environment. Acts as an independent decision-maker and is an advocate for, and execution of, continuous process improvement. Proven track record of success and significant experience in a global organization, leading customer-centric teams.
5 years or more of team management experience in the area of customer service
Degree in Business Administration or related fields
Hands-on experience in working with ERP systems, E-commerce, and SalesForce
Proficient MS Office knowledge
Call Center experience would be an additional advantage
Your personal skills and competencies
Strong communication skills and ability to develop effective relationships with employees and stakeholders
Performance and fact-based
Empathy and the ability to motivate others
Good change management, negotiation, and influencing skills
Competent to work in an international environment
Fluent English skills are a must, the ability to speak Spanish would be a plus but not a must
Join WS Audiology
We are looking forward to receiving your application and will contact you shortly!