Overview Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career. At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day. Are you in? Read on for more details about this particular role. Responsibilities Leading customer service team and monitoring day-to-day operations in accordance with customer service policies, processes, procedures and KPIs Ensure fair workload distribution across the team Assist team members with solving issues; Maintain a high standard of employee engagement; Support team associates through change Support development of team members, ensuring that their skills and knowledge are kept up-to-date and relevant Define gaps in existing processes & tools Conduct regular meetings with all team members, ensuring that constructive feedback is delivered on current performance levels Recommend and implement process improvements leading to operational excellence an higher quality of customer service Provide customer communication Manage relationships with key stakeholders Define development and performance improvement plans if needed Represent the team in cross-functional and cross-regional teams Liaise with other functions to ensure efficiency and customer experience levels Qualifications 5 years’ experience within a multi-country organization, solid understanding of Processes and general business acumen. Knowledge of: SAP, MS Office, Outlook Strong analytical and communication skills (written and oral expression), Process optimization capabilities, high focus on achieving results and proven successes in doing so. Strong (self-)motivation, Team player, High assertiveness, Ability to inspire and motivate without managerial responsibility, Change Management and Project Management skills Fluent in German and in English