Customer Service Leader EMEA

Hays Poland

Poznan, wielkopolskie

Hays Poland

Customer Service Leader EMEA

Customer Service Leader EMEA
NR REF.: 1171755

Join a newly created center, based in Poznań. On the back of successful years, company is growing fast and looking to expand in Poland. The Company is a global supplier of engineered materials and catalysts. We’re looking for person who has strong bias to customer satisfaction, continuous process optimization and strong business acumen.

Your new role:

As a Customer Service Leader EMEA, you will be responsible for setting the strategy for the entire EMEA Customer Service Organization, in alignment with global Supply Chain & Business strategies. As Customer Service Leader you will act as liaison between Business Leaders, Operations, Logistics, Finance, HR, QM & IT and cooperates closely with other regions Customer Service Organizations in streamlining, harmonizing & standardizing processes globally.

Key responsibilities:

  • Ensure information flow into the Customer Service Organization in case of changes of businesses rules.
  • Represent CS in inter-functional projects with potential impact on CS activities, and act as an interface to other more general global projects (e.g. IT Systems).
  • Participate in global Order Fulfillment projects.
  • Manage and develop team members, support CS Teams Leaders in conflict situations and all HR related subjects.
  • Manage budget control.
  • Lead and implement efficiency improvement projects and standardization processes.

  Required skills & experience:

  • Bachelor’s Degree in Business, Supply Chain or related functions.
  • Experience managing change management and process re-engineering.
  • Leadership experience in a shared service center environment.
  • At least 7 years of experience managing the customer service, sales operations, logistics, or fulfillment operations for a business or channel of business. Manufacturing industry experience preferred – ideally a chemical, pharmaceutical or food industry background.
  • Exceptional communication skills both horizontal and vertical within business and organization. Skills include both written and verbal communication abilities.
  • Ability to interface with customer and sales / business teams to articulate and represent customer requirements and drive world class customer satisfaction
  • Ability to lead the standardization of processes to create a more effective and efficient Customer Service Shared Services organization
  • Fluent English
  • Strong SAP or related ERP System experience and knowledge.

 Additional skills & experience:

  • High degree of comfort operating effectively in a complex, matrix and metric driven environment.
  • Experience in developing and or starting up a customer service shared service center.
  • Experience with large scale cultural change efforts.
  • Problem solving and root cause identification skills.
  • Six Sigma / Lean experience appreciated.

  What you will get in return:

  • Chance to grow within fast-growing organization.
  • Lucrative salary.
  • Contract of employment.
  • Life insurance.
  • Medical insurance.

   Hays Poland sp. z o.o. is an employment agency number 361.
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Hays Poland

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