Customer Service Manager
Niepolomice, MA, PL
5 d. temu
source : Successfactors

Greatpossibility to join Royal Canin Central Northern Europe Cluster!You will be challenged with ambitious goals and given developmentopportunities.

Joining Royal Canin you become a part of Mars Associates family . Royal Canin a globalleader in pet health nutrition is a part of MarsInc .

company what gives you even more opportunitiesto grow.

Newly created Royal Caninstructure covers Central Northern Europe (CNE) markets such asPoland, Czech Republic, Slovakia, Baltics.

The objective for newCuster is to unlock investment and growthopportunities via the use of scale to maximizegrowth & unlock efficiencies ,without losing focus on local market specifics andexecutional excellence with ourcustomers.

Jobpurpose :

Purpose of this job is tomanage the call-center platform to support business growth acrossthree pillars of sales specialization.

As a great line manager toengage and manage a telesales and sales support teams to deliveroutstanding customer service through a combination of operationalexcellence and customer centricity initiatives for Royal CaninPoland.

The Customer Service manager plays a keyrole in delivering great customer End to End experience byeffectively managing and developing the Call center team andensuring operational excellence in Order-

to-Invoice businessprocesses.

Key stakeholders include Sales,Marketing, Logistics, IT, Finance, HR andLegal.

Keyresponsibilities : Business


  • Conducteffective resource planning to maximize the productivity ofresources (people, technology etc.) and ensure excellent servicelevel for the customers
  • Develop, monitor andfollow up objectives for the call center’s day-to-dayactivities
  • Deliver sales targets and servicelevel KPIs (e.g. NSV, SKU penetration, Service leveletc.)
  • Ensure the execution of the SalesStandards for tele-sales function
  • Support thepillar priorities by implementing field sales & marketingactivity plans
  • Ensure effective execution ofsales back-office processes : customer complaints; collection ofaccounts receivable
  • Effectively managestakeholders and optimize business processes to ensure greatEnd-to-End customer experience
  • Meet call centerfinancial objectives by estimating requirements; preparing anannual budget; scheduling expenditures; analyzing variances;
  • initiating corrective actions.

  • Ensure therigorous execution of Governance & Complianceprocedures
  • Lead assigned x-functionalprojects
  • Peopleleader

  • Managing othersthrough Managers in your team : setting KPIs, mentoring, peopledevelopment and assessment
  • Develop functionaland leadership capabilities in the Call center organization tosupport the business growth and build the talentpipeline
  • Create a customer centric culture andfocus on how to develop mutual business relationships withcustomers
  • Improve ways of working byintroducing 'best practices' and maintaining highlevel of teamperformance
  • Candidate’sprofile :

  • Experiencedmanager with at least 3 years of experience in managingothers
  • Min. 5 years experiences in area ofcustomer relationship role as Customer Service,sales
  • Basic accounting knowledge and ERPexperience
  • Excellent communication andpresentation skills (oral and written) to a variety ofaudiences
  • Great understanding of end to endcustomer experience process
  • Fluency in Polishand English must have in this role, as you will bereporting to non-Polish speakerManager
  • Weoffer :

  • Individualapproach in career planning and opportunity to grow within MarsInc. structures
  • Contract ofemployment
  • Attractive bonus system we all contribute to business and organizationeffectiveness
  • Private medical care for You and Your family
  • Life insurance fullycovered by employer
  • Savings plan - wethink about You in a long perspective
  • Employeediscount for Royal Canin brands
  • Lunchvouchers
  • Upon Your decision : Benefit Systemscorporate card(Multisport)
  • royalcanin, mars, customer service, customer service manager, callcenter

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