Customer Service Manager

6 dni temu

Wrocław, Województwo dolnośląskie, Polska HAYS POLAND Sp. z o.o. Pełny etat

Due to development of our client, an international company in the automotive / new technologies industry with an established market position, we are looking for people for the position of Supply Chain Management – Customer Service Manager.

The Global Customer Service Manager is responsible for leading and managing customer service operations across multiple regions, ensuring a seamless, high-quality experience for clients worldwide. This role requires strategic leadership to optimise service delivery, improve customer satisfaction, and align global customer service strategies with business goals. The ideal candidate will work cross-functionally with supply chain, sales, and operations teams to enhance customer engagement, improve service levels, and drive continuous process improvements.

Key Responsibilities:
Customer Service Strategy & Operations:
  • Develop and implement a global customer service strategy to enhance efficiency and customer satisfaction.
  • Oversee order management, issue resolution, and customer inquiries across international markets.
  • Monitor and analyze service performance metrics, ensuring key performance indicators (KPIs) are met.
  • Implement standardized customer service processes across regions to ensure consistency.
Team Leadership & Development:
  • Lead and mentor regional customer service teams, fostering a culture of excellence and continuous improvement.
  • Set goals, provide training, and develop team capabilities to meet global service standards.
  • Collaborate with local Management to recruit, onboard, and retain top customer service talent.
Customer Engagement & Relationship Management:
  • Act as a key point of contact for high-value customers, resolving escalations and improving customer retention.
  • Gather and analyze customer feedback to enhance service levels and product offerings.
  • Partner with sales and marketing teams to support customer experience initiatives and loyalty programs.
Process Improvement & Technology Integration:
  • Leverage CRM and ERP systems (e.g., SAP, Salesforce) to optimize customer interactions and order fulfillment.
  • Identify opportunities for automation and digital transformation in customer service workflows.
  • Implement best practices to streamline communication and reduce response times.
Compliance & Risk Management:
  • Ensure adherence to global trade regulations, company policies, and industry standards.
  • Manage risk by developing contingency plans for supply chain disruptions and service failures.
  • Establish and enforce service-level agreements (SLAs) with internal teams and external partners.
We're Looking for Someone With:
  • Education: Bachelor's degree in Business, Supply Chain Management, Customer Service, or a related field (Master's preferred).
  • Experience: 5+ years of experience in customer service, supply chain, or operations, with a minimum of 3 years in a leadership role.
  • Technical Skills: Proficiency in CRM and ERP systems (SAP, Salesforce), data analytics, and process automation.
  • Soft Skills: Strong leadership, problem-solving, and cross-cultural communication abilities.
  • Global Experience: Experience managing across multiple regions.
  • Languages: Proficiency in English; additional languages (e.g., Polish, German, Chinese) are a plus.
We offer:
  • Location: Wrocław / Oborniki Śląskie
  • Hybrid working model: 3 days from the office other from home
  • Contract of Employment via Hays
  • Working hours: 9.00 - 17.00 or 8.00 - 16.00
  • Length of the contract: up to 18 months with a possibility to become internal employee of Client
  • A wide package of employee benefits: medical care package (individual), individual life insurance, Multisport+, Individual Insurance Package - covered by Client
  • Opportunity for professional development in an international organization from the automotive industry
Hays Poland sp. z o.o. jest agencją zatrudnienia zarejestrowaną w rejestrze prowadzonym przez Marszałka Województwa Mazowieckiego pod numerem 361.
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