Customer Service Manager at Signode

Masku, Southwest Finland, Finland -

Full Time

Start Date

Immediate

Expiry Date

06 Sep, 26

Salary

0.0

Posted On

08 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service Management, Talent Management, Performance Reviews, Conflict Resolution, CRM Systems, Microsoft Dynamics 365, Microsoft Excel, Process Improvement, Business Metrics Monitoring, Coaching and Mentoring, Stakeholder Collaboration

Industry

Packaging and Containers Manufacturing

Description

Location: Masku, Finland Summary: The Customer Service Manager leads, trains, and manages the Customer Service team to ensure required service, volume, and quality levels are attained. This role handles escalated concerns with professionalism and monitors day-to-day activities to provide outstanding customer service experience to internal and external customers. Essential Functions: Supervise Customer Service Representatives, including talent reviews, recruitment, corrective actions, performance reviews, and succession planning. Coach and mentor on handling complaints and providing appropriate solutions within time limits. Build sustainable relationships of trust through open communication with internal departments. Collaborate with Sales, Procurement, and Credit teams to evaluate processes and make recommendations for operational improvements. Act as a point of escalation for unresolved customer concerns, ensuring timely resolution. Responsible for talent management and employee lifecycle activities. Have a good knowledge of the department’s entire customer orders lifecycle. Generate and monitor business metrics to measure department effectiveness and employee productivity. Assist with design, implementation, and continuous improvement of procedures as needed. Serve as subject matter expert to team members and customers regarding product knowledge and issue resolution. Support department during absences or increased workload periods. Ensure compliance with all policies, procedures, and processes. Position Qualifications: Education: Bachelor’s in a related field preferred. Experience: Minimum 5 years in Customer service, with a supervisory role of 3+ years. Working knowledge of Customer Relationship Management (CRM) systems. Experience with Microsoft Dynamics 365 (D365) preferred. Intermediate knowledge of Microsoft Outlook, Excel, and Word.

Responsibilities

The Customer Service Manager leads and trains the service team to ensure high quality and volume levels are maintained. This role involves managing the employee lifecycle, handling escalated customer concerns, and collaborating with internal departments to improve operational processes.