Customer Service Team Leader Ref. No: 8098

Our client, a global chemical company, creates the building blocks for countless consumer and industrial products that are part of your everyday life. Employees are united around a common goal: enriching lives through innovation.

The Customer Service Team Leader manages a team of Customer Service Representatives in the delivery of the order to cash process for the EMEA region.

Region: Kraków, małopolskie


  • Bachelor or Master Degree
  • Customer Service /management experience
  • Previous experience in a supervisory role would be an advantage
  • Fluency in English is essential, with fluency in an additional European language advantageous
  • Excellent communication and interpersonal skills
  • Organisational & problem-solving skills
  • Attention to detail
  • Flexibility to adapt to a demanding environment
  • Strong analytical skills with the ability to set priorities on workload
  • IT literate (MS office, SAP would be an asset)
  • Export trade experience would be an asset


  • To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Customer Service department
  • Responsible for the day to day running of the team, ensuring adequate market coverage, solving immediate customer problems and supporting logistics requirements
  • Manage all personnel functions for the team including sickness absence, performance management, disciplinary procedures and recruitment
  • To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers
  • Take ownership: managing queries and complaints, ensuring that a positive impression remains with the customer and taking appropriate preventative action
  • To ensure statistical information is produced, collated and analysed on a weekly basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements
  • Supervise, coach and monitor a team of Customer Service Representatives, organise regular team meetings, hold monthly one to one meetings, probationary reviews with new starters and personal development meetings
  • Undertake the duties of a Customer Service Representative as and when required to ensure that a high level of customer service is maintained and to undertake any other duties as required

We offer

  • Medical insurance
  • Short-term sickness fully paid
  • Employee Assistance Program (psychological healthcare)
  • Life and Disability Insurance
  • An attractive salary package (yearly bonus related to your goals)
  • The MultiSport programme
  • Hybrid work model
  • Possibility to work in a highly professional, stimulating and challenging work environment
  • Attractive office location in City Center with excellent public communication access (next to Galeria Krakowska) and parking space.
  • Friendly and supportive company culture
  • Onboarding and training for new employees
  • Possibility to take part in creating new centre, where you can built your career