Customer Service Manager CEE

Job Description SummaryJob Description

Are you an enthusiastic and inspiring leader, ready to implement and continuously drive change management processes? Are you committed to delivering excellent customer service for our customers and partners by directly and indirectly leading operational teams?

Become our Customer Service Manager

As Customer Service Manager, you will:

• Lead the Customer Service Organization, ensuring the effectiveness and efficiency of and important part of the Quote to Cash (QTC) operations for CEE.
• Strategically manage teams of up to 30 associates across two sites, working to improve customer relationships.
• Lead collaborate closely with local teams to support the integration and transformation of the customer service & care organization into QTC Global Business Services (GBS) and collaborate closely with local teams to, minimizing minimize business and customer disruption.
• Partner with GBS Process Excellence & Continuous Improvement and other support functions such as IT and Commercial to develop and implement new coordinated solutions that align with the company's strategic vision.
• Engage with business stakeholders to translate business needs into practical customer service solutions in line with our strategy.
• Maintain compliance with regulatory requirements impacting Quote to Cash and Customer Care functions.
• Guarantee high operational efficiency while reducing and containing operational costs.
• Achieve and exceed KPIs related to customer and partner satisfaction, efficiency, employee engagement, recruiting, attrition, and budget spend.
• Develop and implement people development plans, including training, compensation, and performance assessment.
• Drive mindset changes towards a collaborative partnership with our businesses and customers.
• Utilize project management skills to lead and deliver all transition & transformation projects for Central Eastern Europe using recognized best practice PM methodologies.

Your Profile:

• Proven working experience as a customer service lead in a medical device multinational company.
• Experience in leading and managing multifunctional teams (
• Proven success in driving and leading significant change initiatives, showcasing strong people and change leadership skills.
• Demonstrated successful knowledge of project management skills, tools, and techniques (Lean or Six Sigma certification is a benefit).
• High expertise and in-depth solid understanding of customer service operations E2E and coordinated supply chain within a matrix organization, including experience with shared services and external service providers.
• Proficiency in SAP ERP, SFDC CRM, and other quote-to-contract tools.
• Knowledge of serving processes for distributors (EU and non-EU).
• Relevant financial knowledge (TAX, revenue recognition) for customer service compliance.
• Excellent communication skills, both written and verbal, in English and Polish (additional languages are helpful).
• A demonstrated tendency to challenge the status quo, drive constant improvement in processes, and achieve organizational goals and objectives.
• A Team-oriented and result-driven mindset.

Required Skills

Optional Skills

.

Primary Work LocationPOL Warsaw - ul. OsmanskaAdditional LocationsWork Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates' progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. 

The salary or hourly rate offered to a successful candidate is determined by their experience, education, and skills, as well as the labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location.

Salary Range Information

zł204, zł347,300.00 PLN Annual

---