Customer Service Team Leader

Overview

Customer Service Team Leader

Location: Katowice, Poland Working Model: Hybrid, 3 days per week in the office  Role Overview:We’re looking for a Customer Service Team Leader to lead a team of around 4–10 Customer Service Specialists supporting customers across EMEA. You’ll report to the Customer Service Manager EMEA and combine hands-on customer management with coaching, process improvement and keeping an eye on the numbers that tell us how well we’re doing.This isn’t a role where you’ll simply supervise from the sidelines.You’ll understand the full order-to-cash process, manage customer issues when needed and help your team deliver a consistent service across different countries. You’ll also work closely with Sales, Supply Chain and Finance to solve problems and keep orders moving.A big part of the job is developing the team. That means setting expectations, coaching people, reviewing performance and challenging processes that could work better, rather than following them simply because “that’s how we’ve always done it.”

Responsibilities

Key responsibilities:  

Customer Experience: 

• Becoming an expert in the full order-to-cash process flow in Morgan, and to be able to train colleagues and identify process improvement opportunities.  

• To manage customers directly, entering quotes, orders, SPPIs if required and following orders through the process until shipments to customers are completed. 

• Strive to resolve customer queries professionally and responsively, setting standards for the team and encouraging the achievement of excellent customer satisfaction. 

• Drive the team to resolve customer complaints rapidly, and manage customer complaints with customers owned by the position holder directly. Analyse root causes when required. 

Communication: 

• Engage and work very closely with the Sales Reps to ensure the customer service team are supporting and facilitating the sales team to succeed in the market.  

• Support the team in addressing queries to the right person in the right department and make sure the process is lean.  

• Coordinate the order flow with other departments. 

• Keep team members engaged with our CRM and other data tracking tools.  

• Regularly communicate with the team on regional performance, KPI achievements etc. in collaboration with the Customer Service Manager.  

Coaching and Supervising: 

• Train the team on new processes, or new team members on existing processes. 

• Coach the team to work with consistency across EMEA and encourage them to identify opportunities for improvement.  

• Make sure customer data are kept clean and updated. 

• Set objectives for individual team members and carry out their periodic performance reviews.  

Analysis and compliance: 

• Manage document retention processes with all team members.  

• Follow the regional OTD and late picking situation at all times.   

• Review and drive the customer service KPIs – such as order acknowledgment time, customer complaint resolution time.  

• Liaise with finance and the Customer Service Manager to give appropriate data for regular re-forecasting activities.

Qualifications

Requirements:

• At least 2+ years of leading a team of customer service professionals, preferably within B2B manufacturing or industrial companies. 
• Strong analytical skills and ability to set and manage KPIs.  
• Fluency in English with a 2nd European language (e.g. German, French, Italian, Polish etc.) required.
• Experience with managing customer relationships and focusing on maintaining and improving service levels, as well as discovering their needs and values.
• Ability to work flexibly with remote stakeholders across the organisation to serve the customers.
• Ability to deal with large number of stakeholders under pressure within complex situations.
• Ability to challenge status quo in a proactive way.
• Willingness for occasional short travels, mainly within Europe.
• Openness on identifying personal knowledge gaps and real interest to learn and develop.
• JDE E1 knowledge preferred, or similar ERP system experience.
• Microsoft Excel, PowerPoint, CRM (Microsoft Dynamics), use of QlikView (or PowerBI) is a plus. 

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

We help our customers push the limits of their processes and products to meet the demanding requirements they face, from higher process temperatures to higher product performance to increasing miniaturisation.

Key Figures: Revenue £1,100.7m (2024), ~8,000 employees, manufacturing in 20+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.