Customer Service Supervisor

Description Manages a broad customer service team operation for Packaging. Role involves direct management of agents. Other BU’s may fall in scope. Responsibilities include managing the development and implementation of programs leading a team(s) to provide exceptional service to our customers. And taking a lead role in building strong relationships with key internal stakeholders to create an aligned vision for strategic business growth and overall sales. Responsibilities • Supervises staff and takes a lead role in the hiring, training, evaluating performance, providing compensation recommendations, and determining disciplinary actions when necessary. • Acts out actions with regards to the in paragraph 1 mentioned staff developments alongside the approval of line manager • Ensure continuity in team with regards to backup, staffing levels and succession planning. • Develops appropriate policies and procedures to ensure compliance with customer service principles and practices and applicable laws, rules, and (export) regulations, monitors compliance with these areas. • Assists with developing sales, customer relationship, customer retention, production, operations, and related business strategies for the specific group and presents them to management. • Manages the development, analyses and review of a variety of operational reports to improve cycle times, workflow volumes, and accuracy of customer data, and implements program changes as required. • Oversees and manages customer service or account management issues with other departments, sites and divisions, including senior management communications. • Works closely with the relevant internal department to ensure the smooth introduction of new or acquired products, replacement of discontinued operations, and related product or operational changes. • Manage order receipt & handling process for defined customer base in ERP system • Manage customer complaints associated with orders, deliveries, returns, coordinating internally fast resolution and response to the customer • Performs other duties as assigned. Qualifications FORMAL EDUCATION: • Five years of progressive customer service experience. • Required: Bachelor’s degree in Business Administration, Marketing, or equivalent education and experience. TECHNICAL/SKILL REQUIREMENTS: • Supervising and evaluating employees. • Export order knowledge including Incoterms • Managing customer service and sales programs, such as SalesForce.com. • Providing consultation and advice various operational issues. • Implementing programs, policies, and procedures. • Applying intermediate sales, marketing, and account management principles and practices. • Interpreting and applying department policies and procedures and applicable laws, rules, and (export) regulations. • Responding to and resolving complex customer questions and concerns. • Confident presentation skills – ability to present to senior leadership and above. • Ability to communicate clearly with stakeholders at all levels in the organization (tactical to executive level). • Ability to work across multifunctional and multicultural teams within organizational structure. • Managing programs with other departments and divisions. • Working with senior management. • PC skills; ERP (SAGE, SAP, Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel, • PowerPoint, Outlook); and other applications as required. • Communicating with co-workers to provide and receive direction. TRAVEL REQUIREMENTS: • 20% of the time Salary range is between 10000 and 12500 PLN brutto per month #LI-JS2