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.