Team Lead (f/m/d) Customer Service

Job offer

Techtronic Industries (TTI) is a world leader in cordless technology spanning power tools, accessories, hand tools, outdoor power equipment, as well as floorcare and cleaning products. Our focus is on end-users that range from professionals in the industrial, construction and infrastructure sectors to DIYers in home improvement, repair, and maintenance. TTI’s powerful brand portfolio includes MILWAUKEE®, RYOBI®, AEG®–recognized worldwide for their deep heritage and innovative product platforms of superior quality.
 
The company maintains a global manufacturing and product development footprint, with record worldwide sales of approximately US$14.6 billion and around 49,000 employees in 2024. Hiring exceptional people is a top focus at TTI. This drives a high-performance culture across all levels of our organization and helps to achieve our vision of being number one in the industries we serve. Our unique high-speed decision-making process supports our acute focus on developing superior products and meeting high customer expectations. We view our winning culture as a competitive advantage that powers our growth.
Our Customer Service team, based at our headquarters in Winnenden, Germany (near Stuttgart), is the central hub connecting our supply chain functions with the regional Sales Business Units. This position is located in Germany, and candidates must be willing to work onsite at our Winnenden office. We are currently looking for a:

Team Lead (f/m/d) Customer Service

Key Responsibilities:

• Lead the Customer Service team, ensuring efficient order-to-cash operations, timely claim resolution and high service standards – directly in Winnenden, with personal contact (networking, interaction) with various departments (remote work is not possible)
• Monitor KPIs and drive continuous improvement initiatives
• Improve service quality and process efficiency across regions, standardizing systems and processes (SAP & Salesforce Service Cloud)
• Act as liaison between headquarters, SBUs, logistics teams and external customers (f/m/d)
• Support supply chain projects through cross-functional coordination
• Manage escalated cases with root cause analysis and corrective actions
• Oversee return management across European logistics centers

Requirements:

• Proven experience in customer service operations within manufacturing or B2B environments
• Proven knowledge of leading, developing, and motivating teams
• Solid knowledge of order-to-cash processes, logistics flows and claims management
• Proficient in SAP (SD module preferred) and CRM systems (Salesforce Service Cloud desirable)
• Good communication skills in German and English; additional European languages are an advantage
• Willingness to travel as required by business needs (approximately 10%)

Your perks:

• An interesting position with an attractive company – recognized as a “top employer” by kununu
• Company pension scheme
• Free parking spaces directly next to the office and good public transport connections
• Fresh fruit, water and hot beverages for free
• Company fitness via “EGYM Wellpass“
• EAP (mental support for employees)
• Learning platforms such as “GoodHabitz“ and “Learn TTI“ for your professional development
• Special employee benefits via “Family & Friends“ and additional corporate benefits