Customer Service Supervisor

Work model: 5 days per week from office in Wroclaw for onboarding and initial collaboration, after which a hybrid model will be followed

YOUR ROLE: 

As our new Customer Service Supervisor, you will lead and coach a high-energy team dedicated to delivering a best-in-class experience for our customers. You will focus on driving team performance against key service levels while fostering a positive, inclusive, and high-performance culture. In this role, you'll manage the full order-to-fulfillment cycle and collaborate closely with partners in Commercial, Finance and Distribution.

We want you to use performance analytics to identify improvements in our strategy and processes, ensuring an effortless journey for our customers. You will have the opportunity to grow by driving change initiatives and contributing to our regional service strategy. This role is based in our local office with standard contact center hours from 8:00 am to 5:30 pm CET with occasional travel required to stay connected with the broader business.

WHO YOU ARE:

You have at least 4 years of experience in a customer service or operations environment with a proven track record of managing teams of at least 10 people.

You hold a bachelor's degree in business management, Operations, Logistics, or a related scientific/medical discipline.

You possess expert knowledge of Microsoft Office (especially Excel) and have hands-on experience with SAP, Oracle or Web-Based Order Management Systems.

You have a strong understanding of the supply chain, including order-to-fulfillment cycles and distribution logistics.

You are comfortable using performance-based analytics to measure service levels and drive continuous workforce improvements.

You can effectively communicate business strategies and provide clear direction to direct reports and senior management.

You thrive in fast-paced environments, managing multiple priorities and resources to achieve consistent business results.

You are familiar with quality and safety standards, such as ISO certifications, ensuring all team activities meet regulatory requirements.

Excellent command of English is essential, other European languages encouraged

YOUR MAIN BENEFITS:

Health and well-being: Get access to private medical care, life insurance, and sports card, receive prepaid lunch card

Work-Life balance: Enjoy additional paid days off, flexible working hours.

Learning and Development: Take advantage of co-financing for language courses, trainings, and certifications as well as other development opportunities

Employee support and engagement: Benefit from Employee Assistance Program and join employee engagement groups for support and connection.

Information on how we process your personal data for recruitment purposes, you can find on the registration form in our Recruitment Portal.