Customer Service Leader EMEA

Poznan

Customer Service Leader EMEA
Poznan
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.