Lead, monitor, follow up, support and motivate the members of our Customer Service Team to ensure we deliver world class customer service and the best possible customer experience.
Responsibilities:
Provide excellent service at all times, managing customer expectations by liaising with other departments/service providers (Warehouse, Finance, Operations, Sales) to deliver on promises. Close cooperation with Business Development Manager. Providing an important role in stock planning with Supply Chain team.
Maintain accurate customer records and activities. Control and coordination of processing of orders via telephone, emails and internet. Ensuring high levels of accuracy at all times.
Operate effectively within current policies and procedures relating to pricing, order entry and lead times.
Develop effective working relationships with other team members, internal departments and regional stakeholders.
General
- Coordinate daily activities of Customer Service team operations
- Maintain customers database in D365
- Give the best service and support to every customer (e.g. stock check-up, delivery times, product knowledge, material certificates)
- Managing reclamations & quality investigations in cooperation with the relevant departments
- KA approach e.g. pro-active order follow up
- Follow up overdue orders and act accordingly OTIF, focus on KA
- Plan and activate local marketing initiatives – managing budget
- Office management – Ensuring necessary equipment and supplies to work efficiently
Team
- Team management: overseeing day-to-day operations, managing team schedules and assigning tasks
- Leadership: The ability to inspire, guide, and mentor team members, fostering a collaborative and productive team environment.
- Performance Monitoring: tracking and evaluating the performance of team members through metrics such as response times, resolution rates, and customer satisfaction scores.
- Training and Development: conducting training sessions for new hires, providing ongoing training for existing staff to improve their skills, and keeping the team informed about new products, services, and company policies.
- Conflict Resolution: Mediating conflicts within the team and between customers and representatives to maintain a professional and smooth-working environment.
Reporting
- KPI’s in timely manner
- Preparing regular reports for senior management detailing team performance, customer satisfaction, and areas for improvement.
Targets
- Return and Reclaims
- Freight recovery
Required Skills & Experience:
- Previous experience as a Customer Service Manager or similar role
- Manufacturing / distribution / logistics background
- Outstanding social and intrapersonal skills
- Excellent attention to detail
- Good time management, decision-making & problem solving skills
- Polish language as native tongue and good skills in English both written and spoken ( ≥B2)
- MS Office
- D365 knowledge (desirable)
What we offer:
- Competitive salary
- Discretionary bonus
- Sport card-Multisport
- Sport card-Medicover
- PPK = Employee Capital Plan
- Medical insurance for employee (also for family with ER contribution)
- English lessons after working hours, reimbursed by ER
- Christmas card/allowance
- Great career prospects
This role is based full-time in our Łódź office.
At Essentra we are ideally looking for individuals who enjoy working as part of a close team, are passionate about what they do and who strive to make a difference. We are always looking to better ourselves and are keen to recruit individuals who like to innovate and improve processes.
Essentra Plc, is a global market leader in plastic injection moulded and vinyl dip moulded components. We have a history of over 65 years, producing essential components across a huge range of industries and applications. BMP site is a manufacturing and distribution facility and a key part of Essentra. The location encompasses a high volume, product mix manufacturing, warehousing and distribution environment. Health, safety and environmental sustainability are a core values that align to our business objectives. The offered position will be a high-profile role within the division; offering opportunity to interact with other, talented internal and external peers within the manufacturing and supply chain industries.