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customer care team leader.

job details

summary

    job details

    For our Client, a global forest industry leader from Finland, we are currently looking for a Customer Care Team Leader for the office in Wrocław.

    A person will be responsible for building a team and the process from scratch, strongly cooperating with the global company units.

    what we offer
    • Life insurance
    • Private medical service
    • Sports benefit
    • Hybrid working model (2-3 days per week remotely)
    • Holiday bonus from the Social Fund Budget
    • Corrective glasses refund
    • External Training Support (requires approval from the company)
    • Post Graduate Studies (requires approval from the company)
    • Flexible working
    • Meaningful job
    • Inspired and motivated teams
    • Development opportunities
    • Responsibility for people and the environment
    your tasks
    • You will build and manage a team of order management experts, perform service quality control and guide performance development, regularly lead 1:1s and team meetings
    • Be part of the team and be an example by taking responsibility in daily interaction, communication and progression
    • You ensure that outbound volumes are prioritized and handled according to customer needs, that outbound processes are effectively executed and process compliance is adhered to across the team
    • Work with internal and external stakeholders to achieve the defined KPIs, maintain up-to-date  knowledge across teams, support continuous change management
    • Contribute to maintaining a highly engaged team spirit and working culture, provide coaching on skills, best practices and standard processes
    • Support building close working relationship with the full Supply Chain team including as well other departments such as Sales, Technical Customer Service, Operations, Finance to ensure a high level of customer service
    • Develop and maintain SOPs and training matrices for your outbound team
    • Work closely with the Manager, Customer Care, at company headquarters to review and continuously improve workflows ensuring from the start a first-class customer experience journey
    what we expect
    • 5+ years of experience in similar roles in managing teams, preferably customer service, order / outbound management
    • Profound Knowledge of Order to Cash – Order Management life cycle with SAP (R3, S/4 HANA MM,SD,FICO), forecasting (SAP APO/IBP) and inventory management (preferably SAP EWM)
    • Languages: Advanced level of English, German knowledge is a strong asset
    • Prioritization: Ability to prioritize, take decisions, proactive issue resolving and communication
    • Team coaching: Able to tactically employ coaching methodology as appropriate for sharing feedback, performance management, and creating personal development plans for team members
    • Project Management: Proactively initiate and structure projects, carry out independently, delegate responsibilities, and follow up to deliver results
    • Communication Skills: Strong interpersonal & communication skills and ability to maintain professional business contact
    • Customer Experience: Be customer and result focused with an understanding of the O2C cycle including aftersales services

    Employment agency entry number 47

    For our Client, a global forest industry leader from Finland, we are currently looking for a Customer Care Team Leader for the office in Wrocław.

    A person will be responsible for building a team and the process from scratch, strongly cooperating with the global company units.

    what we offer
    • Life insurance
    • Private medical service
    • Sports benefit
    • Hybrid working model (2-3 days per week remotely)
    • Holiday bonus from the Social Fund Budget
    • Corrective glasses refund
    • External Training Support (requires approval from the company)
    • Post Graduate Studies (requires approval from the company)
    • Flexible working
    • Meaningful job
    • Inspired and motivated teams
    • Development opportunities
    • Responsibility for people and the environment
    your tasks
    • You will build and manage a team of order management experts, perform service quality control and guide performance development, regularly lead 1:1s and team meetings
    • Be part of the team and be an example by taking responsibility in daily interaction, communication and progression
    • You ensure that outbound volumes are prioritized and handled according to customer needs, that outbound processes are effectively executed and process compliance is adhered to across the team
    • Work with internal and external stakeholders to achieve the defined KPIs, maintain up-to-date  knowledge across teams, support continuous change management
    • Contribute to maintaining a highly engaged team spirit and working culture, provide coaching on skills, best practices and standard processes
    • Support building close working relationship with the full Supply Chain team including as well other departments such as Sales, Technical Customer Service, Operations, Finance to ensure a high level of customer service
    • Develop and maintain SOPs and training matrices for your outbound team
    • Work closely with the Manager, Customer Care, at company headquarters to review and continuously improve workflows ensuring from the start a first-class customer experience journey
    what we expect
    • 5+ years of experience in similar roles in managing teams, preferably customer service, order / outbound management
    • Profound Knowledge of Order to Cash – Order Management life cycle with SAP (R3, S/4 HANA MM,SD,FICO), forecasting (SAP APO/IBP) and inventory management (preferably SAP EWM)
    • Languages: Advanced level of English, German knowledge is a strong asset
    • Prioritization: Ability to prioritize, take decisions, proactive issue resolving and communication
    • Team coaching: Able to tactically employ coaching methodology as appropriate for sharing feedback, performance management, and creating personal development plans for team members
    • Project Management: Proactively initiate and structure projects, carry out independently, delegate responsibilities, and follow up to deliver results
    • Communication Skills: Strong interpersonal & communication skills and ability to maintain professional business contact
    • Customer Experience: Be customer and result focused with an understanding of the O2C cycle including aftersales services

    Employment agency entry number 47