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Regional Customer Service Team Leader
Flint Group Polska Sp. z o.o.Łódź, łódzkie, Polska25 days ago
Job descriptionCreating, developing, and enforcing the highest customer service standards in line with the organization's strategy Planning and managing the team, including resource allocation, performance monitoring, and employee skill development Building relationships and effective cooperation with key departments such as Production, Logistics, Purchasing, Sales, IT, as well as with external customers Leading and coordinating key operational and strategic projects within the CS area Identifying areas for process optimization, implementing operational improvements, and analyzing efficiency (KPI) Managing change and actively supporting company-wide development initiatives (digitalization, automation) Fostering an environment of engagement, innovation, and openness to development within the team Creating a positive organizational climate that promotes team integration and mutual support Regularly assessing employee satisfaction and engagement (e.g., surveys, individual meetings) and implementing improvement actions based on the results Supervising the execution of processes in SAP : from order entry to invoicing and reporting Analyzing and controlling order data, commercial terms, logistics, and operational compliance Coordinating order management, complaints, returns, and receivables Recruiting, onboarding, and developing new team members and conducting performance interviews Leading internal transformation projects and operational excellence initiatives Higher education (preferred fields : logistics, management, economics, or related disciplines) Minimum 3 years of experience in customer service, including at least 1–2 years in a coordinating or leadership position Experience in managing a Customer Service team, including work planning, setting priorities, and developing employee competencies Very good command of English, enabling fluent communication with international clients and internal company departments or French or Italian Knowledge of Flint Group’s products and offerings, and the ability to translate product knowledge into customer support and operational processes Proficient use of SAP system (SD module), with the ability to resolve more complex cases and support the team in daily system operations Very good knowledge of MS Office, especially Excel (analyses, reports, summaries); familiarity with Lotus Notes and reporting tools Ability to monitor and report team KPIs as well as implement actions to improve the quality and timeliness of customer service Organizational skills and experience managing multiple tasks simultaneously Advanced interpersonal and communication skills, and experience in cross-departmental collaboration (e.g., with sales, logistics, finance departments) Independence in action, ability to make operational decisions within the team, and initiate changes Problem-solving orientation, process development, and continuous improvement of customer service quality Proactive approach, ability to motivate the team and support the development of its members Chance to shape the future - develop your skills in an international environment and help us create modern processes that support global business Growth opportunities - collaborate with experts and take part in knowledge sharing, exciting projects, and training programs available to our employees Hybrid work model - 3 days in the office and 2 days remote per week Stable employment - long-term cooperation based on an employment contract Comprehensive benefits package - including private medical care, life insurance, sports card, holiday subsidies, a veterinary package for your pet, and much more Comfortable workspace and a collaborative culture - our office is well-connected and designed to support teamwork in a friendly, partnership-driven atmosphere
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Team Leader • Łódź, łódzkie, Polska