Digital Customer Service Process Lead (mfd)
Share
Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
As a Digital Customer Service Process Lead you will play a critical role in ensuring the efficiency and quality of frontoffice operations. You will act as a process expert lead improvement initiatives support daytoday operations and assist the Team Lead with insights needed to manage the team effectively. This position requires strong analytical thinking excellent organization skills and the ability to work independently while supporting others.
You will be the goto person for processrelated questions escalations and improvements ensuring that both customers and internal teams receive the highest level of service.
Location: Wrocław Curie-Skłodowskiej 12
Work Model: Hybrid (3 days in the office per week)
Key Responsibilities:
- Oversee daily frontoffice operations to ensure productivity process accuracy and adherence to standards.
- Receive validate and process customer orders; support colleagues with daytoday orderrelated tasks and data processing activities.
- Supervise process documentation and ensure all procedures and reference materials are accurate and up to date.
- Analyze operational data trends and customer feedback to prepare reports and identify opportunities for improvement.
- Identify process gaps recommend enhancements and lead or coordinate process improvement and automation initiatives.
- Solve complex or nonstandard cases acting as the main driver for resolution.
- Provide business and functional requirements for new digital solutions; participate in testing and implementation.
- Allocate tasks within the team prioritize workloads and ensure efficient workflow management.
- Assess training needs plan processrelated trainings and support knowledge development within the team.
- Manage escalations from customers or internal stakeholders resolving issues effectively and ensuring followup with team members.
- Collaborate closely with sales marketing operations and IT to support business initiatives and process improvements.
- Ensure compliance with internal procedures quality standards and regulatory requirements; perform regular quality checks.
- Prepare reports and presentations on team performance processes or improvement initiatives.
- Maintain strong cooperation with the Team Lead by providing visibility into risks trends and operational challenges.
- Build and maintain a strong backup structure within the team (minimum two backups per process).
- Perform additional duties as required by business needs.
Requirements:
- Secondary or higher education and/or 35 years of relevant experience in customer service order management or processdriven operations.
- Fluency in English (spoken and written).
- Strong proficiency in MS Office (Excel Word PowerPoint).
- Experience with SAP Oracle or other ERP systems.
- Good understanding of business operations and crossfunctional processes.
- Experience in full process ownership including training others and leading improvement projects.
- Strong process leadership with the ability to guide mentor and support team members
- Excellent written and verbal communication skills with the ability to collaborate across all organizational levels.
- Analytical thinking and strong problemsolving skills.
- Customeroriented mindset with a focus on highquality service delivery.
- Strong organizational and timemanagement capabilities especially in dynamic environments.
- Flexibility and adaptability to evolving business priorities.
What we offer:
- Work in a petfriendly office - bring your dog to the office!
- Multisport card
- Private medical care
- Lunch card
- Office parking options
- Annual bonus
- Spring Winter & Holiday Allowance
- Discounts on our products
- Collaborative supportive and inclusive culture
#POLHIRINGPPG
PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including but not limited to skill sets experience and training qualifications and education licensure and certifications and other organizational needs. Other incentives may apply.
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.
Required Experience:
Senior IC
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Discover how PPG’s global team of innovators drives sustainable solutions, enhances productivity, and celebrates 140 years of color leadership. Join us!
