customer service manager in wrocław

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job details

wrocław, dolnośląskie
job category
obsługa klienta
job type
reference number
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job description

Together with our global client –producer ' hook and loop experts which offer enterprise-level support to clients designing new, innovative products we are looking for talented and experienced Customer Service Manager. 

what we offer

  • real opportunity to have an impact on company strategy on the Polish market
  • work in an international environment in an organization with an established position around the world
  • base salary + provision depends on results
  • private medical care
  • challenges and tasks that enable personal development

your tasks

  • lead & develop the all staff to ensure efficient day-to-day running of the Poland Office (Customer Service, Local Company legal compliance and Admin) to enable the commercial business to meet the organizational objectives
  • lead and manage the complaint and Query cycle time investigating and solving customers' problems, which may be complex or long-standing problems
  • lead and manage the development of all office team members whom are experiencing difficulties to meet teams KPI’s within agreed service levels including proactive backlog management
  • lead the Office to provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints and generate and controlling sales invoices on daily basis; contact with accounting departments in Belgium and Poland
  • understand the EMEA processes and procedures to ensure best practices from across EMEA form part of the day to day working for the CS team. Network with other EMEA Office/Ops managers and the EMEA Supply chain team (Travel to VESA, EMEA countries will be required)
  • ensure all Ops processes and procedures meet our global quality standards and are effective so that the company runs to its maximum productivity levels whilst maintaining a safe working environment
  • lead and direct all Ops staff in order to achieve EMEA Ops KPI’s, SLA’s and QA standards within the EMEA Business Rules
  • overall responsibility for the processes & measures within Customer journey from enquiry > cash
  • ensure the Office facilities are able to provide a safe working environment for our current and future requirements in a cost effective way. Ensure safety regulations are adhered to throughout the office


  • excellent communication skills both verbal and written English + Polish (one other European language a distinct advantage)
  • minimum 3yrs management and team leadership experience
  • proficiency in MS Office applications with the ability to train on Excel pivot tables
  • fast learning ability·       
  • high Performer with experience and a positive track record in people training /development and delivering strong service level results/sales performance
  • ability to understand and interpret KPIs set by the company
  • sound knowledge of the full customer journey from Order to cash
  • principles and practices Leadership qualities essential – In line with “culture of success” strategy

Agencja zatrudnienia – nr wpisu 47