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Manager Customer Service – Katowice – Poland

Closing Date: 25th July 2024

Vidu Group

About this position

Vidu are working on a super exciting assignment in the search for a Commercially minded Manager of Customer Service to be based out of the Poland office of an extremely innovative, forward thinking logistics business.

There is an attractive salary and package on offer with this role, and excellent opportunities for career development and progression.

Our client has engaged with Vidu VIP to carry out the initial search.

Our team of dedicated consultants will be your first point of contact when applying for this role.

Scope of the Role:

As Manager Customer Service you will be responsible for leading a team responsible for correct order acceptance and administrative handling of all customer orders.

By working closely with customers and various internal departments, the Customer Service team is responsible 
for meeting and exceeding service expectations as set by our clients customers.

Key Responsibilities:

As Manager Customer Service your role will be key in creating and carrying out service to our clients customers, in addition to overseeing daily operations, providing leadership and inspiration and closely supervising and coaching the Customer Service team in order to achieve customer satisfaction.

Other Key Responsibilities include:

Driving customer satisfaction and fostering a culture of ‘World Class Customer Service’.

Meeting and/or exceeding the customers’ required service levels.

Maximising revenues, and sales volumes with current customer base.

Coordinating a smooth team-to-team relationship between the CS Team, KAMs and product delivery teams.

Managing correct communication and division of tasks between the Customer Service department and Sales department in relation to Account Management and sales activities in cooperation with the General Manager Sales.

Scheduling, coordinating, delegating and reviewing daily work of the customer service team in terms of maintaining and developing customer relationships.

Holding monthly work meetings with all employees of the department involved.

Ensuring high levels of productivity and efficiency through automation, motivation, 
coaching, and cross-training.

Designing, implementing and monitoring customer specific KPI reports and execution of agreed SLA’s/SOP’s.

Monitoring and initiating improved business processes that help to improve both results and customer satisfaction.

Coordinating daily contact between Customer Service employees and customers and/or planning.

Skills and experience required

Previous experience managing, leading and developing a Customer Service team in Transport/Logistics.

A proven track record in leadership within a B2B environment.

Experience implementing new ideas and initiatives to motivate and inspire your team.

Customer focused with strong communication and collaboration skills.

Self motivated with a proven track record improving team performance and managing and developing high performing Customer Service teams.

Excellent communications skills and experience taking ownership and resolving problems.

Ability to quickly adjust and think in a commercial and service-minded way.

Good command of Polish and English language (additional language skills are preferred)

Excellent working knowledge of Microsoft Office packages.

Educated to Bachelor level or equivalent (preferably in logistics) would be desirable but not essential.