CS Processes Team Coordinator
Unilever
Poland Katowice
8 d. temu

Description

CS PROCESSES COORDINATOR LOCATION : UNILEVER POLAND SERVICES, KATOWICE DEPARTMENT : Order to Cash WL1C LM : Joanna Mruk MAIN PURPOSE OF JOB : Constantly improve customer service operations and guarantee efficiency of the processes within managed team.

Responsible for ensuring the work is carried out in such a way that no business process is jeopardized and to achieve the fixed service level target.

Accountability (Deliverable Outputs) according to served process :

  • Control and support all Solution Specialist functions
  • Analyse different processes KPI’s from Customer Relationship Management system or provided by Process Control to guarantee SLA’s or propose process improvements,
  • Manage the team of cross country Solution Specialists (5-12) in one process area
  • Analyse performance of the subordinators to ensure that all necessary tasks are completed in accordance with specifications and deadlines
  • Coordinate Solution Specialist internal meetings
  • Training and development of reporting team
  • Recruit new team members
  • Leading the agenda of issue solving and monthly meetings with MCO
  • Be Single Point of Contact regarding all processes for at least one MCO
  • Review escalation tickets, assisting the team when either they cannot fulfil SLA’s or have any problem
  • Ensure the smooth and efficient customer service processes
  • KEY REQUIREMENTS :

  • University Graduate (min. Bachelor)
  • 1-3 years of experience in Customer Services Operations
  • Team Management experience
  • Excellent communication skills, ability to cooperate with internal customers
  • Pro-active approach to problem solving in short term and ability to implement long term preventive activities
  • Fluent in English
  • Strong analytical skills including analysis of complex data
  • Customer service orientation
  • Change Management skills
  • Ability to set priorities and to work effectively under pressure of time and results
  • Ability to influence others
  • Ability to team management, build talents, teams target settings and lead appraisal process
  • NOTE : Please apply online and add your PDP & Talent Profile if possible. Your application will be reviewed against our requirements and we will be in touch to provide you with an update on the status of your application.

    By applying for this vacancy, you are confirming that you have made your Line Manager aware of your application and that you are at a point in your career with Unilever where it is appropriate for you to be applying for other positions.

    Should you require additional information, please contact Recruiter Katarzyna Pałgan on Katarzyna.Palgan unilever.com.

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