Do you want to inspire a team while helping to build an efficient, customer-oriented service organisation? Then this role is for you!

As Customer Service Team Lead, you are the driving force behind the daily operations of our Customer Service team.

• You combine people management with operational follow-up and process optimisation, ensuring customers can rely on outstanding service and smooth collaboration between departments.
• You translate commercial priorities into an efficient operational organisation and ensure your team performs optimally in a dynamic environment.
• You work closely with Sales, Purchasing, Logistics, Finance, and Quality to guarantee high customer satisfaction and strong internal collaboration.

Your responsibilities

• People management & team development: You lead the Customer Service team, coach employees in their development, and create a motivating work environment where collaboration, engagement, and growth are central.
  
  
• Operational organisation & performance: You oversee the team’s daily operations, efficiently distribute workload, and monitor KPIs related to service level, quality, and speed.
  
  
• Hands-on support: You remain actively involved in operations and support daily customer service activities where needed to stay closely connected to day-to-day practice.
  
  
• Process optimisation & change management: You identify opportunities for improvement and implement more efficient processes and new ways of working that contribute to scalability and customer focus.
  
  
• Priority management & escalations: You determine team priorities and act as the first point of contact for complex cases and escalations.
  
  
• Internal collaboration & coordination: You align with various internal departments to ensure smooth communication, efficient collaboration, and consistent service delivery.
  
  
• Strategic translation: You translate commercial and operational objectives into concrete team actions and actively contribute to the further professionalisation of the customer service organisation.

Your profile

• You have experience in a leadership role within customer service, sales support, or an internal commercial department.
• You are strong in people management and know how to motivate, coach, and develop employees.
• You combine organisational talent with a hands-on mentality.
• You are solution-oriented and maintain an overview, even in busy situations.
• You work in a structured way and have an eye for quality and efficiency.
• You communicate smoothly and easily switch between different internal stakeholders.
• Experience with ERP and CRM systems is a plus.
• You are decisive, take ownership, and have a strong customer-focused mindset.

What we offer

• A competitive gross salary package
• Group insurance, meal and eco vouchers, and a home office allowance
• Flexible working hours within a 39-hour week, including 6 additional days off
• One fixed remote workday per week
• Freely chosen vacation days (no company-wide closure periods)
• A flat hierarchy and a collaborative, open work culture
• Tailored training and development opportunities to support your personal and professional growth

Why GAASCH PACKAGING

• A challenging and versatile leadership role within a dynamic organisation.
• The opportunity to make an impact on both team development and operational optimisation.
• Plenty of room for initiative, responsibility, and personal growth.
• A professional work environment with short communication lines and a strong team spirit.
• An attractive salary package supplemented with fringe benefits.

About us

With 115+ years of experience, we support B2B customers with sustainable packaging solutions, technical expertise and excellent service.
We believe in strong customer relationships, efficient collaboration, and continuous improvement. That is why we invest not only in our processes, but also in our people.

Ready to apply?

Send us a message using the form below. We typically respond within 1-2 business days.