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Senior Manager Customer Service Center

Praesidiad LimitedAbout the company

Praesidiad Limited

Piotra Skargi 6

Katowice

Your responsibilities

  • The role is responsible for leading our Customer Services and Logistics team across EMENA to provide a first-class customer service to our customers. This position also dual hats as the Shared Service Center Leader for Katowice, Poland. This is an fantastic opportunity to join us initially as maternity cover as part of our senior leadership team. The successful candidate will drive key business growth, transformation and customer experience projects. At the end of the maternity leave period, the candidate will then focus on these exciting functional excellence and transformation projects. The position currently reports to our CEO;

  • Lead and engage our Customer Services and Logistics team and function across EMENA;

  • Development an world class customer fulfilment, with published metrics and KPI’s;

  • Continuous improvement of the performance and cost of delivery of those services;

  • Deliver a high level of customer satisfaction and user experience for our customers;

  • Collaborate with internal teams to drive improvements and end to end experience;

  • Lead communication forums, HSE and engagement initiatives within role;

  • Define KPIs, measure and report progress to stakeholders and on key efforts and successes;

  • Support the voice of the customer process, monitor and solicit feedback;

  • Share customer data insights to identify future growth and improvement opportunities;

  • Establish a continuous improvement culture, utilising best practice tools and processes;

  • Manage performance of services, build and monitor service centre customer experience.

Our requirements

  • A minimum of 5 years’ experience in a customer service and logistics leadership role;

  • Track record in successfully leading an international team in a matrix organisation;

  • Self-starter who takes ownership for driving projects and initiatives through to conclusion;

  • Excellent leadership and interpersonal skills;

  • Experience in driving transformation, process standardization and user experience projects;

  • Strong integrity, team working and customer orientation;

  • Fluent in English both written and spoken.

What we offer

  • Employment contract with attractive compensation;

  • Stable employment in a successful organization;

  • Work in Creative and Friendly International Team;

  • Multisport card;

  • Private medical care;

  • Group insurance;

  • Opportunity to grow interesting career path.

Praesidiad Limited

PRÆSIDIAD is the home to global brands (Betafence, Guardiar, Hesco and Essia), which specialize in the security, defence and protection of people and assets around the world. Each day, millions of people are at work in the trust that PRÆSIDIAD products are protecting their lives and livelihoods from domestic and global threats and natural disasters. Our goal is to deliver innovative products that inspire confidence, so that people are able to live and work each day in confidence.

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We also offer:

  • Opportunity to develop your skills and qualifications, take on new challenges and reinvent yourself within the company;

  • Possibilities to grow your expertise within the newly built structures of Customer Service Centre;

  • Work in multitasking team which performs different type of activities and provides full service for the Client;

  • Contact with clients and experts across all business areas around the world will give you a chance to use your language capabilities on day to day basis;

  • Dedicated onboarding program, training plan and all support needed in initial period;

  • Work in a creative and friendly international team in a growing Shared Service Center structure.