• Manage the daily operations of the customer service desk and team, ensuring efficient task distribution and workflow management.
• Ensure compliance with local legislation for controlled drugs and licensed items, and support the Compliance Specialist.
• Oversee the daily management of SERVICECLOUD, including customer and internal sales email accounts, ensuring timely responses according to KPIs.
• Handle recruitment, appraisals, and development of Customer Service Executives.
• Provide continuous training and mentorship to ensure high standards of customer service.
• Monitor customer service desk activity, addressing any negative feedback or delays.
• Ensure orders are correctly entered into the IFS system and customers are notified of order status.
• Advise customers on orders and delivery, ensuring On Time In Full (OTIF) targets are met.
• Manage customer communication through phone, email, and Service Cloud, escalating complex queries as needed.
• Process RMAs and coordinate refunds, credit notes, or compensation.
• Collaborate with field sales to ensure customer needs are met and provide feedback.
• Manage customer complaints, escalating issues and maintaining KPI reporting.

• 3+ years of experience in a customer service or sales support role with order entry experience.
• Strong communication skills, attention to detail, and proficiency in MS Excel and Word.
• Team player, organized, and able to perform under pressure.
• Experience with ERP systems (e.g., SAP, ORACLE, SAGE) and interest in Chemistry or Science is an advantage.
• Proficiency in Polish and English (German is a plus).

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.