Team Lead Customer Service
Warsaw, PL
‎15 godz. temu

Key responsibilities :

  • Providing leadership and management of the Customer Service teams consisting of Kitplanning, Technical Customer Service and Contract / Pricing Team
  • Align Customer Service strategy with greater GSA / Central region. This will require review of all processes, procedures, methods and tools to determine adequacy to meet the performance objectives of the Team
  • Ensure that common business processes are in place in each group and that all employees are trained to follow these processes
  • Support and pro-actively provide service for our internal and external customers by living our service commitments
  • Development, analysis, review and monitoring of common KPI’s for the Customer Service functions and review them weekly / monthly with the team / manager and other personnel as appropriate
  • Implement and maintain a culture of continuous improvement of service provided to our customers
  • Review workload and proactively forecast staffing needs and structure changes based on the needs of our internal and external customer base
  • Develop succession plans and ensure a pool of individuals is trained and capable of taking on additional responsibilities
  • Liaise with and act as a key (escalation) contact and interface for key customers and other internal departments
  • Build, develop, improve and maintain relationships with other internal departments while driving leverage opportunities across the areas
  • Visit key customers with Sales on a regular basis to understand their needs and put plans to place to deliver best in class’ customer service
  • Active involvement in and ownership of local and pan-European improvement-, benchmark- and best practice projects which strive to achieve a world class Customer Support Operation and improve service levels through consistent processes that drive efficiency and productivity
  • Participation in cross-functional projects
  • Manage the Customer Service team ensuring that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations
  • Ensure all ISO, Compliance, SOX, FCPA and regulatory requirements and policies are implemented and applied and support during audits
  • Key requirements :

  • University Degree in Business, International Business or similar area
  • 3+ years experience in customer service or in similar customer supporting function
  • 3+ years experience in people management
  • Excellent English and Polish communication skills
  • Ability to stay calm and focused even under pressure
  • Ability to lead employees in a cooperative manner
  • Negotiation skills
  • Excellent communication (written & verbal) and presentation skills
  • Advanced MS Office and ERP skills, MFG Pro or Oracle Skills a plus
  • Understands and considers customers, regulatory and legislative issues when making decisions
  • Builds and maintains relationships with key internal stakeholders and with key clients / customer groups that support and improve effectiveness
  • Ability to drive performance improvements and lead change
  • Understands what is needed to accomplish project objectives and establish appropriate goals and priority
  • Ability to quickly understand complex processes and situations
  • Selects effective approaches to solving issues, based on available information and business objectives
  • Self-starter who can define priorities, workload and manage the complexities of multiple projects
  • Strong internal drive and motivation to make a difference and add value to an organization
  • Willingness to travel (international / local) (5%)
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