Position:

Senior Manager, Customer Service

Job Description:

For Arrow Global Supply Chain Services, we are currently looking for a Senior Manager, Customer Service to join our team in Gdańsk!

Arrow Global Supply Chain Services is a division of Arrow Electronics that manages highly complex, high-volume global supply chains for large OEMs and suppliers. This means our Supply-Chain-as-a-Service offering is built on top of 85 years of Arrow Electronics supply chain leadership and expertise in the electronics industry. We accelerate your direct electronics supply chain into the future by leveraging Arrow’s seasoned industry experts, best-in-class processes, world-class systems and infrastructure, extensive global footprint and reach, and the orchestrator of the electronics partner ecosystem.

ABOUT THE ROLE

In the role as Senior Manager, Customer Service, you will be part of our global Operations organization with Service Centers teams located in Sweden, China, Hungary and Mexico. You will lead and develop the Customer Service team, monitoring the performance of all activities and resources within the Service Center in accordance with customer satisfaction initiatives, service level agreements, and operational targets. You will support the team in mainly Customer Service-related activities, but you may also help with Asset and Planning activities as needed, working closely with the Asset & Planning Managers. You will act as the escalation contact, communicating with assigned customers. You will ensure service levels are met and business processes followed. You will resolve issues in a timely manner to effectively meet customer requirements.

What You Will Be Doing

• Establish, execute, and ensure adherence to the team's SLA and KPI standards for process flow, aligning with predefined expectations.

• Collaborate with global managers to consistently improve business service levels and achieve goals.

• Determine new business needs for the assigned process, including related process improvements, automation and system enhancements.

• Own and coordinate system testing, ensuring the solution meets the business requirements as defined in functional specifications.

• Communicate with technical team (B2B or IT) to resolve technical issues escalated by the team and/or customers.

• Occasionally participate in meetings with customers as required. • Collaborate with other functions/teams managers and leading regular meeting with the team for review of performance and service levels.

• Monitor and run performance reports, making sure tasks are fulfilled on a daily basis.

• Support the team with knowledge, decision making and priority setting. Coordinate work activities with other managers.

• Be responsible for balancing workload within the team, including vacation and back-up planning.

• Conduct annual employee performance & talent reviews.

• Support in recruiting and training adequate resources to support the business. Coach, motivate and develop the team’s talents.

• Approve time off.

Focus Areas

• Overall performance of the Customer Service team

• Quality of the Customer Service team

• Productivity of the Customer Service team

• Process enhancement of the Customer Service team

• Staff development, engagement, and turnover

What We Are Looking For

• Over 5 years of experience in a similar role.

• Good industry and supply chain knowledge

• Strongly customer oriented

• Process driven and very strong in problem solving

• People management skill, including ability to recruit, coach and develop talented resources

• Good communication skills suitable for both internal and external communities.

• Can effectively cope with change and be comfortable with ambiguity

• Ability to respond rapidly and professionally to the demand of a high-pressure commercial environment

• Willing to work in a challenging and multicultural environment

• Good English skills mandatory both verbal and written

What we offer?

• Competitive financial compensation

• Hybrid work possibilities and flexible working hours

• Private medical healthcare

• Benefit platform where you can choose from hundreds of sports and culture-related benefits.

• Access to a confidential, professional well-being service

• Opportunity to join international project teams to work on improvements and innovations and implement your ideas

Do you see yourself as our future colleague? If yes - send us your application!

Arrow is an equal opportunity employer and is committed to creating a diverse working environment by providing equal employment opportunities for all qualified people.

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Location:

PL-Gdansk, Poland (Aleja Grunwaldzka)

Time Type:

Full time

Job Category:

Business Support