customer service manager in wrocław

posted
job type
permanent
apply now

job details

posted
location
wrocław, dolnośląskie
job category
obsługa klienta
job type
permanent
reference number
52707
apply now

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

responsibilities

  • 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