Customer Care for KAM customers

#ChallengesNeedHeroes!

Working in Customer Service you will provide daily support to our clients. Thats why we are looking for someone who cant imagine a workday without interacting with people and who values strong relationships both with customers and within the team. Your tasks include:

Customer Care (main area):

• Handling customer inquiries and requests in a timely and solution-oriented manner
• Providing individualized customer service in line with company standards
• Maintaining high availability and responsiveness towards customers
• Managing complaints and customer feedback in a professional manner
• Supporting customers in ongoing operational and administrative matters
• Cooperating with other departments to resolve customer issues
• Updating and maintaining customer data in systems
• Supporting customers facing language barriers

KAM support (supporting area):

• Supporting Key Account customers in daily operational matters
• Supporting onboarding of KAM customers (process and operational aspects)
• Coordinating activities between the customer and internal teams
• Preparing basic reports and summaries for KAM customers
• Participating in customer meetings when required

Additional tasks:

• Performing ongoing administrative tasks related to customer service
• Identifying and reporting process improvement opportunities
• Participating in team activities (e.g. telephone campaigns)
• Carrying out ad hoc tasks in line with business needs

Qualifications :

We are looking for you if you meet the following criteria:

Experience and skills:

• Minimum 12 years of experience in customer service (B2B is a plus)
• Experience in handling demanding customers (complaints difficult situations)
• Basic experience in sales support or cooperation with Key Account Managers is a strong advantage
• Ability to handle multiple tasks simultaneously and strong organizational skills
• Excellent Self-Time-Management
• Strong customer focus and problem-solving mindset not just responding to inquiries

Operational skills:

• Strong communication skills (email and phone)
• Ability to clearly explain processes and rules to customers
• Accuracy in working with data (CRM internal systems)
• Ability to prioritize tasks and manage time effectively
• Basic skills in preparing simple reports and summaries

Collaboration and work style:

• Ability to work effectively with different departments (sales operations IT)
• Proactive approach identifying issues and suggesting improvements
• Willingness to support the team in additional tasks (e.g. phone campaigns)
• Flexibility in handling tasks and changing priorities

Languages:
The following combination is essential:

• Polish fluent (min. C1) both spoken and written

• English very good (min. B2) both spoken and written

Nice to have:

• Experience working with CRM systems (e.g. Salesforce Dynamics HubSpot)
• Experience in an international environment
• Experience in customer onboarding or implementation projects

--

Work model:
On-site work required during the onboarding period (minimum 3 months)
After onboarding: access to up to 124 days of Home Office per year
 Fully remote work is not available for this role

Additional Information :

What do we offer

Employment based on an employment contract

At TIMOCOM we also take care of your:

Work-life balance including:

• a modern office located in the center of Wrocław in the Centrum Południe building
• a hybrid work model with up to 124 days of remote work per year
• flexible working hours (start between 07:30 and 09:30)
• life insurance
• Enel-med private healthcare package
• parking spaces for drivers
• bicycle parking for those who prefer an active start to the day
• the option to come to work with your child we know life logistics can be complex so we offer a separate office adapted for the youngest
• your own desk with all necessary equipment your workstation is always available to you; hot-desking is used only occasionally

Development & company networking through:

• access to the Speexx language learning platform
• 4 hours per month dedicated to self-development within your role
• International coffee breaks virtual meetings that let you connect with colleagues from other locations

Financial comfort including:

• a transparent bonus system with bonuses from day one
• lunch pass
• 13th salary
• bonuses for seniority marriage and the birth of a child
• a referral bonus for bringing in a new employee

What matters to us

Professional skills are important but even more important in our recruitment process are the values that guide us as an organization.

#Do IT - We are doers with innovative power.

We have the courage to see new issues and opportunities seize them and turn them into solutions. To make progress we put the status quo to the test. As doers we put things into practice and start with 80 percent. We are successful thanks to our clear focus and agile mindset.

#Take responsibility - We are decision-makers with a focus on results.

We design solutions - actively and independently.
We take responsibility from start to finish. We make transparent decisions based on facts figures and data. Our actions are geared towards the long-term success of the company.

#Keep growing - We are developers with growth.

We are getting better and better. We tackle our development ourselves and take time to learn. We talk openly about our mistakes so that we dont repeat them and share our knowledge with each other. Our goals are always ambitious. We pursue them with determination and take a self-critical look at our abilities. 

#Work together - We are team players with understanding.

We can only achieve our goals together. As One Team we trust and support each other. We use our different knowledge and experience to achieve the best results. We discuss and question our ideas together.

#Stay human - We are people who value appreciation.

We treat each other as equals - being human makes us strong.
We work together every day with tolerance acceptance and appreciation. We respect different perspectives and return we approach each other openly and take an interest in each other. 

#Focus customers - We understand our customers and have the expertise to find solutions.

We solve logistical challenges for freight forwarders carriers and shippers on an equal footing.
We focus on our customers every day by knowing and meeting their needs. We understand their market and know how it is developing. Through our actions we create benefits for our customers and inspire them in the long term.

If your expectations align with ours and youd like to join our team send us your CV now!

Were looking forward to meeting you

Remote Work :

No

Employment Type :

Full-time