Customer Service Representative Manager (Europe)

• Customer Account Management: Maintain accurate customer account records, including contact details and preferences, while regularly auditing data for accuracy and compliance with governance standards.
• Order Fulfillment & Supply Chain Oversight: Lead the team in product listing management, order compliance & process training, system integration & automation, inventory replenishment leadership and 3PL coordination. Ensure timely and accurate execution while proactively resolving fulfillment issues to uphold service excellence.
• Customer Issue Resolution & Team Collaboration: Act as the primary escalation point for complex customer concerns, ensuring prompt and effective resolution. Collaborate closely with the China CSR team to communicate feedback, align on solutions, and strengthen customer relationships.
• Billing & Financial Compliance: Ensure the invoice accuracy and alignment with contractual terms. Partnering with Finance to resolve discrepancies and oversee payment collections.
• Service Policy Development: Design, implement, and continuously refine customer service policies to align with organizational goals, industry standards, and evolving customer expectations.
• Cross-Functional Collaboration: Work closely with Sales, China CSR, System Support, and 3PL providers to streamline workflows, improve product availability, and enhance overall customer satisfaction across touchpoints.
• Operational Excellence & Process Improvement: Identify operational issues and inefficiencies and lead initiatives in automation, system optimization, and workflow improvements to support scalable growth.

Team Leadership & Development

• Talent Acquisition & Culture: Recruit and onboard top talent, fostering a customer-centric, inclusive, and high-performing team culture that encourages collaboration and innovation.
• Training & Onboarding: Develop and deliver comprehensive onboarding and ongoing training programs to ensure team readiness and effectiveness.
• Performance Management: Monitor and analyze key customer service metrics (e.g., response time, CSAT, NPS) to identify trends, generate insights, and drive service improvements.
• Coaching & Mentorship: Coach and develop team members through regular feedback, performance reviews, and individualized growth plans to enhance performance and career progression.

Skills & Experience

• Bachelor’s degree in business or related field.
• 5+ years of experience, including 2+ years in management.
• Exceptional leadership and data-driven decision-making abilities.
• Ability to effectively onboard and train new team members.
• Language Requirements: This position requires strong multilingual proficiency for the European market. Fluency in English and Polish is essential. Proficiency in French and German is preferred. Additional skills in Italian, Spanish, Portuguese, or a Scandinavian language are a plus for the role.