Global Customer Service Coach (m/w/d)

Die Liebherr-Werk Nenzing GmbH sucht in Nenzing eine:n Global Customer Service Coach in Vollzeit. In dieser Rolle stärken und skalieren Sie die weltweite Customer-Service-Exzellenz und arbeiten eng mit dem Head of Customer Service sowie lokalen Managementteams zusammen.

Sie professionalisieren Customer-Service-Prozesse, entwickeln Menschen und Organisationen und verankern eine wirklich kundenorientierte Kultur in den Mixed Sales Companies. Sie agieren als Coach, Change Agent und Ambassador für die Customer-Service-Strategie.

Your Responsibilities

Coaching & Capability Building

• Coach local teams in operational customer service processes and tools to ensure consistent and efficient execution.
• Support organizational development initiatives within customer service organizations, fostering continuous improvement.
• Introduce and transfer best practices across Mixed Sales Companies to create synergies and leverage global know-how.
• Enable data-driven decision-making by supporting robust data analysis and meaningful interpretation of insights.
• Support the Head of Customer Service in effectively managing and embedding change initiatives.

Strategy & Culture

• Act as an ambassador for the global customer service strategy, ensuring consistent understanding and implementation worldwide.
• Drive a customer-centric, proactive service culture across all customer touchpoints.
• Support local management in improving daily business execution and strengthening operational excellence.

Products & Digital Transformation

• Introduce and promote customer service products and solutions, including service contracts, machine overhauls, remote service solutions, filter kits and customer service toolboxes.
• Actively support and accelerate digital transformation initiatives within customer service organizations.
• Serve as an ambassador for effective use of customer service systems such as Ticket System, CRM, ERP, Content Delivery Portal, Consumable Assistant, Overhaul Assistant and related tools.

People Development

• Support local management in developing a sustainable employee development strategy covering recruiting, onboarding, retention and training programs.
• Foster regional collaboration and knowledge exchange between Mixed Sales Companies to leverage synergies and share best practices.

Your Profile

• Proven experience in customer service, service operations or service management, ideally in an international or mixed sales company environment.
• Strong background in training, coaching and organizational development.
• Solid understanding of customer service processes, systems and digital tools such as CRM, ERP, ticket systems and analytics tools.
• Experience in change management, cultural transformation and strategy deployment.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication and facilitation skills across cultures and management levels.
• High willingness to travel internationally.
• Fluent English; additional languages are a plus.

What we offer

• High-impact global role with direct exposure to senior leadership and the opportunity to shape customer service excellence worldwide.
• Structured and personal onboarding process.
• Flexible working hours, home office options, company canteen, free factory transport, bike leasing, employee discounts and more.
• Development opportunities across the group of companies in a dynamic international environment with high autonomy and responsibility.
• Modern working environment in an international family-owned company with open team culture, short decision-making paths and strong collaboration.