Customer Service Manager

Newell Brands Poznan , OH 44103

Posted 4 weeks ago

Position title: Consumer Services Manager

Location: Pozna, Poland

Reports to: Senior Manager, Consumer Services

Contract type: Permanent, Full-time

Job summary

As a Customer Service Manager you will be responsible for managing multicultural team that supports clients from North & South America in 3-4 languages. Your team will consist of two Supervisors (your direct reports), 3 Team Leads and 50 CS Representatives (indirect reports).

Key responsibilities:

  • Execute action plans that will support or enable the team to perform their job.

  • Collaborate with internal partners to find solutions to complex or escalated consumer situations.

  • Develop and track key performance indicators to drive results (Consumer Satisfaction, 24 Hour Response Rate, Abandon Rate, Average Speed to Answer, Survey Results).

  • Provide guidance, one-on-one coaching and feedback to Supervisor and Team Leads.

  • Responsible for hiring new employees, including interviewing, to maintain assigned level of headcount and quality of service.

  • Engage with consumers, when necessary, in a way that exemplifies the values of all Newell Brands.

  • Responsible for onboarding new teams, supporting new brands. This includes i.a. communication channels & CRM/SAP setup, products and systems training for new hires, and close cooperation with various teams like IT, Brand Marketing, Supply Chain, Quality, Safety.

  • Work closely with Senior Manager on Consumer Services strategy and projects

Minimum Qualifications:

  • University degree

  • 2-4 years of experience in leading a team in a service industry, ideally in an international environment

  • Fluent English

  • Good command of MS Excel, Word and Outlook

Preferred Qualifications:

  • Communicative Spanish would be an advantage

  • Strong leadership, organizational and project management skills

  • Knowledge of SAP/CRM

  • Knowledge of Avaya phone and SalesForce CRM systems would be a plus

  • Experience implementing CRM, Consumer Engagement Center or Call Center

  • Excellent communication skills (including phone etiquette)

  • Detail-oriented

What we can offer you!

  • Employment contract & private health care

  • Friendly atmosphere & International team

  • Working with some of the best known brands in the world like Parker, Waterman, Rotring, DYMO

  • Working hours - Monday to Friday 14.00-22.00

  • Modern, air-conditioned office in the city center, next to Stary Browar

  • Well-equipped kitchen with tasty coffee and tea or if you like you can eat lunch in nearby cafes

  • Development you will learn how to use global systems like SalesForce and SAP

  • English and/or Polish lessons organized in the office

  • Company library access to books, which allow you to broaden your professional knowledge, but not only

  • After work you may choose to use vouchers to cinema

Are you interested?

If so, please click on "Apply Now" on this site and upload your resume.

By submitting your CV you acknowledge having read Newell Brands' Privacy Statement for Job Applicants available at http://privacy.newellbrands.com/job_en.html

If you wish to be considered also for other suitable positions with the company, please explicitly indicate so on your CV/motivation letter.


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VIEW JOBS 11/7/2019 12:00:00 AM 2020-02-05T00:00 Position title: Consumer Services Manager Location: Poznań, Poland Reports to: Senior Manager, Consumer Services Contract type: Permanent, Full-time Job summary As a Customer Service Manager you will be responsible for managing multicultural team that supports clients from North & South America in 3-4 languages. Your team will consist of two Supervisors (your direct reports), 3 Team Leads and 50 CS Representatives (indirect reports). Key responsibilities: * Execute action plans that will support or enable the team to perform their job. * Collaborate with internal partners to find solutions to complex or escalated consumer situations. * Develop and track key performance indicators to drive results (Consumer Satisfaction, 24 Hour Response Rate, Abandon Rate, Average Speed to Answer, Survey Results). * Provide guidance, one-on-one coaching and feedback to Supervisor and Team Leads. * Responsible for hiring new employees, including interviewing, to maintain assigned level of headcount and quality of service. * Engage with consumers, when necessary, in a way that exemplifies the values of all Newell Brands. * Responsible for onboarding new teams, supporting new brands. This includes i.a. communication channels & CRM/SAP setup, products and systems training for new hires, and close cooperation with various teams like IT, Brand Marketing, Supply Chain, Quality, Safety. * Work closely with Senior Manager on Consumer Services strategy and projects Minimum Qualifications: * University degree * 2-4 years of experience in leading a team in a service industry, ideally in an international environment * Fluent English * Good command of MS Excel, Word and Outlook Preferred Qualifications: * Communicative Spanish would be an advantage * Strong leadership, organizational and project management skills * Knowledge of SAP/CRM * Knowledge of Avaya phone and SalesForce CRM systems would be a plus * Experience implementing CRM, Consumer Engagement Center or Call Center * Excellent communication skills (including phone etiquette) * Detail-oriented What we can offer you! * Employment contract & private health care * Friendly atmosphere & International team * Working with some of the best known brands in the world like Parker, Waterman, Rotring, DYMO * Working hours - Monday to Friday 14.00-22.00 * Modern, air-conditioned office in the city center, next to Stary Browar * Well-equipped kitchen with tasty coffee and tea or – if you like – you can eat lunch in nearby cafes * Development – you will learn how to use global systems like SalesForce and SAP * English and/or Polish lessons organized in the office * Company library – access to books, which allow you to broaden your professional knowledge, but not only * After work you may choose to use vouchers to cinema Are you interested? If so, please click on "Apply Now" on this site and upload your resume. By submitting your CV you acknowledge having read Newell Brands' Privacy Statement for Job Applicants available at http://privacy.newellbrands.com/job_en.html If you wish to be considered also for other suitable positions with the company, please explicitly indicate so on your CV/motivation letter. Newell Brands Poznan OH

Customer Service Manager

Newell Brands