Customer Service Team Leader

Your future company

For our client, a well-known international brand with an established Shared Services Centre, we are looking for an experienced professional to join the team as a Customer Service Manager. This is an excellent opportunity to take on a leadership role in a growing organisation and contribute to delivering high-quality customer service while supporting the development of the team and its processes.

Requirements

• Previous experience in leading a Customer Service or Order Management team.
• Proven experience in working with B2B customers.
• Fluency in Polish and English (both languages are essential); German will be considered an advantage.
• Good knowledge of SAP or another ERP system.
• Experience in an SSC environment or within the FMCG industry will be an additional advantage.
• Strong leadership, communication and organisational skills.
• A proactive approach, with the ability to prioritise tasks and make decisions in a dynamic environment.

Responsibilities

• Managing and leading the Customer Service team, ensuring high-quality service delivery to both B2B and B2C customers.
• Delegating tasks, setting priorities and monitoring the team's performance and task completion.
• Supporting team members in handling customer escalations and resolving complex issues.
• Motivating, coaching and developing team members, fostering a positive and collaborative working environment.
• Ensuring efficient day-to-day operations and continuous improvement of customer service processes.
• Managing relationships with internal and external stakeholders, ensuring effective communication and smooth cooperation.

The offer

• Employment contract in a growing SSC.
• Attractive benefits package.
• Employee discounts.
• Hybrid working model: 3 days from the office and 2 days working remotely.