Customer Service Supervisor

Manages a broad customer service team operation for Packaging. Role involves direct management of agents. Other BU’s may fall in scope.

Responsibilities include managing the development and implementation of programs leading a team(s) to provide exceptional service to our customers. And taking a lead role in building strong relationships with key internal stakeholders to create an aligned vision for strategic business growth and overall sales.

1. Supervises staff and takes a lead role in the hiring, training, evaluating performance, providing compensation recommendations, and determining disciplinary actions when necessary.

2. Acts out actions with regards to the in paragraph 1 mentioned staff developments alongside the approval of line manager

3. Ensure continuity in team with regards to backup, staffing levels and succession planning.

4. Develops appropriate policies and procedures to ensure compliance with customer service principles and practices and applicable laws, rules, and (export) regulations, monitors compliance with these areas.

5. Assists with developing sales, customer relationship, customer retention, production, operations, and related business strategies for the specific group and presents them to management.

6. Manages the development, analyses and review of a variety of operational reports to improve cycle times, workflow volumes, and accuracy of customer data, and implements program changes as required.

7. Oversees and manages customer service or account management issues with other departments, sites and divisions, including senior management communications.

8. Works closely with the relevant internal department to ensure the smooth introduction of new or acquired products, replacement of discontinued operations, and related product or operational changes.

9. Manage order receipt & handling process for defined customer base in ERP system

10. Manage customer complaints associated with orders, deliveries, returns, coordinating internally fast resolution and response to the customer

11. Performs other duties as assigned.

FORMAL EDUCATION:

• Five years of progressive customer service experience.

• Required: Bachelor’s degree in Business Administration, Marketing, or equivalent education and experience.
  

TECHNICAL/SKILL REQUIREMENTS:

• Supervising and evaluating employees.

• Export order knowledge including Incoterms

• Managing customer service and sales programs, such as SalesForce.com.

• Providing consultation and advice various operational issues.

• Implementing programs, policies, and procedures.

• Applying intermediate sales, marketing, and account management principles and practices.

• Interpreting and applying department policies and procedures and applicable laws, rules, and (export) regulations.

• Responding to and resolving complex customer questions and concerns.

• Confident presentation skills – ability to present to senior leadership and above.

• Ability to communicate clearly with stakeholders at all levels in the organization (tactical to executive level).

• Ability to work across multifunctional and multicultural teams within organizational structure.

• Managing programs with other departments and divisions.

• Working with senior management.

• PC skills; ERP (SAGE, SAP, Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel,

• PowerPoint, Outlook); and other applications as required.

• Communicating with co-workers to provide and receive direction.

TRAVEL REQUIREMENTS:

• 20% of the time

Salary range is between 10000 and 12500 PLN brutto per month

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