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Regional Customer Service Team Leader

Regional Customer Service Team Leader

Flint Group Polska Sp. z o.o.Łódź, łódzkie, Polska
24 days ago
Job description
  • Creating, 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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