Oferta pracy

Team Leader Customer Service (Poznan Office)

Stanley Black & Decker

  • Poznań

    Poznań, Greater Poland
  • offer expired over a month ago
  • contract of employment
  • full-time
  • manager / supervisor
  • home office work
  • remote recruitment

Your responsibilities

  • As a Team Leader Customer Service (CS), you will be a person responsible for leading the CS Team, dedicated to various European regions.

  • Lead the CS Team, dedicated to various European regions

  • Be the first point of escalation for CS related issues for assigned region

  • Own and improve the CS processes (see 4 points below):

  • [1] Ensure incoming emails are processed within KPI level, based on SOPs as well as best practice

  • [2] Ensure incoming calls are handled within KPI, based on SOPs as well as best practice

  • [3] Manage backlogs by spreading workload and diversity

  • [4] Report performance of individuals and team

  • Support and/or participate in migration of business processes from European countries to SSC

  • Be accountable for CS operations/targets/KPI’s within the assigned region

  • Supporting team members and direct reports by knowledge share and best practice sharing, in case of emergency help them with order entry and call answer

  • Internal communication with peers as well as external contact with customers and vendors, in CS related issues

  • Drive actions to influence high motivation, good working atmosphere and friendly environment

  • Be an active part of the recruitment process for his/her team.

  • Active participator in corporate programs: OPR, Gallup, and others

  • Compliance with the Stanley Black & Decker Code of Values and Code of Ethics

Our requirements

  • Min. 3 years’ experience in the area of Customer Service (or related)

  • Experience with managing people in a Coordinator / Team Leader role

  • Fluent English

  • IT skills: MS Office, SAP desired

  • Communicative with strong interpersonal skills

  • Can ensure high quality of work from yourself & your team

  • Engaged, motivated and proactive

  • Stress-resistant

What we offer

  • Employment contract

  • An international working environment where the team is focused on helping proceed orders and support coworkers

  • Flexible hours (start 7:30 – 9:30) and spend a lot time on Home Office! 😊

  • Multisport cards, Edenred Cards and tickets to cinema to spend free time with your family and friends

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

Stanley Black & Decker

Stanley Black & Decker is the largest tool manufacturer in the world (Fortune 500). Our industrial tool businesses build the tools that build your world.

Our website: http://kariera.sbdinc.pl/

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We are looking forward to your application and possibility to get to know you! Send your CV if you know foreign languages mentioned before and want to grow with us 😊