Join the legal team at Fraunhofer, supporting various legal processes and contract management. Contribute to research and development projects in wind energy and hydrogen.
About the role
- Supplier Support Manager ensuring quality customer service while leading a team over 60. Focused on operational efficiency, process standardization, and technology solutions.
Responsibilities
- Lead the Supplier Support area, ensuring quality, agility, and high satisfaction in service across voice, chat, and ticket channels.
- Standardize processes and ensure clear, scalable communications.
- Monitor performance indicators and implement continuous improvements.
- Identify root causes and reduce recurring interactions.
- Drive automation projects and AI solutions (chatbots and virtual assistants).
- Manage and develop a team of more than 60 people.
- Design training programs and strengthen a culture of service excellence.
- Collaborate with CS, CX, Operations, and Technology for integrated journeys.
- Support initiatives to improve supplier and corporate customer experience.
- Ensure operational efficiency and cost optimization.
Requirements
- Bachelor's degree (Administration, Engineering, Communications, or related fields).
- Proven experience managing customer service areas (contact center / relationship management / CX) with large teams.
- Experience with CRM tools, chatbots, and omnichannel platforms.
- Track record of implementing automations, bots, conversational AI, and process improvements.
- Experience in high-volume operations requiring standardization and scalability.
- Knowledge of performance metrics (SLA, AHT, CSAT, NPS) and continuous improvement methodologies.
- Experience leading leaders and large operational teams.
Benefits
- Hybrid work model (Monday to Friday) — work-life balance!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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