Invitation to a Career Transformation: Building Regional Capabilities in Poznan!
We are seeking Qualified Specialists and Experienced Leaders to join newly established, strategic teams in Poznan. In partnership with a global industry leader, we are building a completely new, high-impact operational structure designed to exert a crucial influence on the company's international operations. We are offering more than a role - this is a unique opportunity to be at the vanguard of significant organizational change.
Successful candidates will serve as an integral component in the transition and establishment of critical processes being relocated from other regions. You will join a newly formed, dynamic team from its inception, actively contributing to the development of its organizational culture.
If you are driven by complex challenges and possess the ambition to deliver a tangible, global impact, this is your definitive opportunity to define your career trajectory within a truly world-class organization.
Are you prepared to contribute to this legacy of change? We encourage you to apply and become part of this strategic transformation.
what we offer- opportunity to be a part of a new drepartment with dynamic career path development,
- real impact in building new team and new process,
- full employment contract,
- hybrid model available after the implementation period (approx. 3 months),
- modern office,
- attractive benefits package (e.g. healthcare program, lunch card, sport card, cafeteria platform),
- attractive bonus system.
- supervising and managing a team of Customer Service Agents, including monitoring their performance and quality of work.
- establishing and implementing customer service standards.
- resolving the most complex and critical customer issues.
- managing the Order-to-Cash (O2C) process and resolving complex issues.
- collaborating with Centers of Excellence (CoEs) and IT to support system improvements and digital initiatives.
- maintaining and updating process documentation (SOPs, Playbooks) and the knowledge base for standardization.
- monitoring KPIs and SLAs, identifying gaps, and leading continuous improvement initiatives.
- acting as a second point of contact for inquiries and complaints, escalating complex issues.
- collecting and analyzing the most common customer issues to develop strategic solutions.
- representing Customer Service in regional and interdepartmental meetings (e.g., S&OE) and supporting sales goals.
- Bachelor's or Master's degree (Higher Education)
- min. 3-5 years of experience in a similar position in customer service
- proven experience in effectively leading, motivating, and developing a team
- experience in SSC
- fluent English and Spanish (minimum C1 level)
- working knowledge of ERP systems (e.g., SAP), CRM (e.g., Salesforce), and tools such as Freshdesk
- excellent analytical and problem-solving skills
- exceptional communication and interpersonal skills
Employment agency entry number 47
this job offer is intended for people over 18 years of age
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