Customer Service Manager
We are recruiting for this role on behalf of our client Merck, a global science and technology company based in Wroclaw. This role operates on a hybrid work model, with an initial full-office onboarding period, followed by two days per week in the office.
Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you've got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
YOUR ROLE
In your role as a Customer Service Manager, you will lead a team of supervisors and their respective teams, driving a world-class service experience. This is a strategic leadership role that sits at the intersection of operational excellence and people development while aligning our goals with broader commercial objectives.
You will inspire a growth mindset, coaching your leaders to develop a diverse, high-performing organization. By collaborating with partners in Commercial, Finance and Distribution, you’ll solve complex issues and champion innovation to challenge the status quo. You act as the primary voice for customer support activities in your area, fostering a culture of inclusion and excellence with occasional travel required to stay connected with the broader business.
WHO YOU ARE
• 6+ years in a shared service or customer service environment, preferably within a large multinational organization.
• Solid track record of managing and developing individual contributors or leaders for at least 3 years.
• Bachelor's degree in business management or related field or equivalent experience.
• Ability to define and roll out customer experience roadmaps that align with commercial go-to-market goals.
• Skilled in monitoring KPIs and service levels, with the ability to implement effective action plans when needed.
• Strong ability to build relationships and drive change across complex, matrixed organizations.
• Knowledge of optimizing systems and tools and maintaining compliance standards such as ISO certifications.
• Excellent communication and interpersonal skills to act as a role model for our values and purpose.
• Excellent command of English is essential, other European languages encouraged.
YOUR MAIN BENEFITS
• Health and well-being: Get access to private medical care, life insurance, and sports card, receive prepaid lunch card
• Work-Life balance: Enjoy additional paid days off, flexible working hours.
• Learning and Development: Take advantage of co-financing for language courses, trainings, and certifications as well as other development opportunities
• Employee support and engagement: Benefit from Employee Assistance Program and join employee engagement groups for support and connection.
We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at their own pace.
Apply now and become part of a team dedicated to Sparking Discovery and Elevating Humanity!
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