Head of Customer Service - EMEA region

Head of Customer Service position will be responsible of the end-to-end Customer Service - Order Management in Katowice. A person on this position will lead a team of over 100 people form the EMEA region with 5 direct reports.

Client Details

Our Client has built recognised brand thanks to high quality products that are based on modern technology. The company is present on New York Stock Exchange having successful track record. At present they are investing in Katowice building new teams with the purpose to have even better relationship with their corporate Clients.

Description

• Overall Responsible for Customer Service Structure
• Being the Customer Service focal point in Katowice in relationship across the company
• Partner with different Leadres to ensure smooth and standard Operations in the hub.
• Set up and stabilize the structure of Customer Service
• Define and ensure the right Capacity and Utilization for Customer Service teams
• Ensure business and process continuity
• Build relationships with other teams in other divisions to facilitate effective knowledge sharing
• Work with CX on the Global Initiatives that will improve Customer Experience (Perfect Order, GDM)
• Partner with IT to implement the global customer support toolkit including
• Value stream mapping- Standardize Order Management per process
• Responsible to decrease the Customer Touchpoint no/order through standardization, digitization
• Collaborate with IT and Functional Excellence to Identify areas for RPA and Automation
• Ensure World Class communication with Customers by creating a pool of excellent knowledge and soft skills
• Mentor, motivate, and develop staff, create a culture of people engagement and joy at work
• Responsible for ENPS on the hub
• Responsible to build a strong succession and development plan, career path
• Ensure regular and effective communication with the Teams

Profile

• Bachelor's Degree in a relevant discipline
• 5+ years of menagerial customer support experience
• Having experience leading a large disbursed team ( at least 100 people within the structure ) at a senior level
• Being passionate about customer service
• An expereince in transition prcesses
• Change managment expereince
• Proven track record of delivering results in a matrixed environment
• Ability to work effectively in a cross functional environment
• Solid presentation and oral and written communication skills with proven ability to influence
• Demonstrated ability to deliver on complex situations or problems without guidance or supervision
• Ability to foster good relationships, work independently and in collaboration with different stakeholders

Job Offer

• Car allowance
• Training and development opportunities
• Full time contract
• Multinational team and management focused on people development
• Attractive benefits (Multisport card/ medical care/ access to financial adviser, psychologist or lawyer etc.)
• Home office policy