Inside Sales & Customer Care Manager – Germany

<h3>Mission</h3> <p>As the Inside Sales &amp; Customer Care Manager for Germany, your mission is to lead a local team of passionate professionals dedicated to delivering an outstanding customer and partner experience. You will be a key driver of our Customer Excellence pilar, ensuring every interaction contributes to account satisfaction, business growth, and long-term end-customer happiness.<br/>In close collaboration with the General Manager, Sales, and HQ teams (Brussels), you will shape and implement a country-level strategy that supports commercial priorities, elevates partner relationships, and brings to life our vision: <em>service like no other</em>.</p> <h3>Main responsibilities</h3> <strong>Team Leadership &amp; Development</strong><br/><ul><li>Build, lead, and develop a high-performing Inside Sales &amp; Customer Care team (around 8 FTE’s)</li><li>Coach the team to reach performance goals while cultivating a culture of excellence, performance, and service mindset</li><li>Lead hiring, onboarding, training, and continuous upskilling of team members</li><li>Be a role model and escalation point when needed; provide hands-on support during peak periods or complex cases (Key account Management)</li></ul><strong>Sales &amp; Customer Operations</strong><br/><ul><li>Lead local prospection strategy in collaboration with Sales Managers and Marketing: define lead generation tactics, qualification approach, and action plans</li><li>Ensure regular follow-up, identify growth opportunities, and proactively address needs of a portfolio of accounts managed by your Inside Sales team.  </li><li>Oversee lead qualification, account onboarding, and sales support activities</li><li>Occasionally join account visits with Sales Managers and make HQ visits to Brussels to strengthen relationships, ensure a consistent customer experience, and bring the voice of the field back to the team and internal key stakeholders</li><li>Ensure an efficient Order-to-Cash process: order follow up, status tracking, issue resolution, and partner pro active communication</li><li>Monitor KPIs (response time, order accuracy, NPS, sales pipeline support, etc.) and take action when needed</li></ul><strong>Customer Experience &amp; Continuous Improvement</strong><br/><ul><li>Act as the local voice of the accounts: identify pain points, propose solutions, and continuously improve processes</li><li>Collaborate with HQ Process Experts, Customer Excellence Specialist, IT, and Logistics to align systems and service flows</li><li>Ensure an excellent understanding of Stanley/Stella’s products, market trends, and business ecosystem</li><li>Support the implementation of new tools/strategic projects (CRM/ERP/webshop) and change management</li></ul><strong>Business &amp; Office Management</strong><br/><ul><li>Set up structured dashboards and control tools to monitor performance and ensure alignment with goals</li><li>Ensure a smooth and productive daily operation, with a positive working atmosphere and clear priorities</li><li>Contribute to local office management, creating a safe, efficient, and welcoming environment for the team, visitors, and partners</li></ul> <h3>Your profile</h3> <ul><li>Proven experience (5+ years)<span> </span>in Inside Sales, Customer Service, or Sales Support, including at least 3 years in team leadership</li><li>Strong customer-centric mindset with a commercial orientation and a focus on delivering tangible results</li><li>Excellent interpersonal, organizational, and communication skills</li><li>Hands-on and pragmatic approach, with the ability to problem-solve and adapt in a dynamic environment</li><li>Solid knowledge of ERP/CRM tools and Microsoft Office</li><li>Experience in the fashion, textile, or B2B wholesale environment is a plus</li><li>Fluent in German and English; other languages are a bonus</li><li>Commitment to sustainability and responsible business is a strong asset</li></ul>