Teamlead Customer Service

Founded in 1968 as a trading company for Scandinavian laboratory equipment, SKAN is now global market leader in the specialist area of isolator construction for aseptic applications. One of our core competencies is the manufacture of process isolators for pharmaceutical-aseptic production. Even the most complex customer requirements can be fulfilled thanks to the experts at our in-house laboratories who research innovative solutions for isolator technology.

We currently employ around 800 employees with over 40 nationalities represented. More than half of our employees are based at our main location at Allschwill in Basel-Country.

As Teamlead Customer Service, Pure Solutions, you will be responsible for the personnel and technical management of a well-coordinated internal sales team. In this important role, you will be the central hub for providing our customers with not only efficient service but also a first-class experience. Together with your team, you will drive forward the digital transformation of our diverse service portfolio with a keen sense of the dynamics of our organization. With your organizational skills and experience in process optimization, you will shape the further development of our processes, systems, and interfaces and ensure that the customer experience remains at the highest level.

Responsibilities

• Management and development of an internal sales team
• Support and coaching of employees and ensuring smooth order processing
• Support in project management and coordination of cross-departmental tasks
• Ensuring data quality, reporting, and analysis (e.g., sales, forecasts, supplier reports)
• Helping to shape the division's strategy with a focus on customer experience
• Integrating new systems and interfaces (e.g., Power BI, Salesforce)
• Driving efficiency, digitalization, and customer experience

• Completed commercial training, further training in business administration, process management, or customer experience management
• Several years of experience in customer service, order processing in project business, or customer experience
• Salesforce experience is an advantage
• Management experience is an advantage or high motivation to take on a leadership role
• Very good knowledge of SAP, MS Office, and reporting tools (e.g., Power BI)
• Experience in process development and interface management
• Very good written and spoken German and English, other languages are an advantage

• Passion for customer experience and service quality
• Strong leadership and communication skills
• Solution-oriented, independent, and structured approach to work
• Analytical thinking combined with pragmatism in day-to-day business
• Customer-focused approach with a keen sense of quality and efficiency
• Enjoyment of teamwork and assertiveness when dealing with complex issues

• An open and collegial corporate culture
• Freedom for ideas
• Participation in sports and leisure activities
• Promotion through further training, especially at our SKAN Academy
• Intensive and job-oriented induction
• Short decision-making paths and flat hierarchies
• Open communication policy
• 5 weeks holidays and the possibility of further holidays