Europe
As a Customer Service Manager you will be developing and supporting regional Customer Service in Baltics according to Teknos strategy and leading a regional Customer Service team, supporting them to be customer oriented, offer first in class service and continually improve ways of working. On a daily basis, you will be coordinating, harmonizing and performing processes that enable business to meet customer’s needs and develop further customer experience in the assigned region.
This role can be located in one of Baltic countries: Latvia, Lithuania or Estonia and is reporting to Head of Customer service.
Daily tasks and responsibilities:
Customer Service management
- Implementing, developing and supporting regional Customer Service in Baltics region according to Teknos global strategy
- Participating in road-map preparations/setting actions (action plan)
- Measuring and monitoring the customer service experience
- Development of tools to be used and harmonizing operating models
- Acting as a link between sales and customer service assistants
- Responsibility for designated customers: sales, training and operational activities
- Ensuring compliance with laws, regulations and Teknos' HSEQ guidelines and procedures
- Setting common targets and goals and monitoring their execution
- Group pricing and keeping export customers' prices up to date
- Customer onboarding and handling new customer inquiries
- Managing information flow between core team and countries/regions
- Knowledge and best practice sharing
Leading Customer Service team
- Leading and developing a team of specialists in 3 countries, with a coaching and encouraging approach and in accordance with the Teknos management model and performance management calendar (People Process)
- Managing daily Customer Service team operations - setting team-specific road map, action plan, common targets and monitoring their execution
- Responsible for the team's successful operation and cooperation with other organizational units
- Managing the well-being and working capacity of their own team
- Administrative tasks related to the life cycle of the employment relationship
Key skills and qualifications:
- Several years’ experience of customer service positions and willing to further grow as a team leader
- Experience and/or knowledge of Supply Chain processes
- Development oriented and innovative mindset
- Hands-on mentality and high implementation strength
- Customer and market orientation with great communications skills
- Knowledge of systems like IFS, Salesforce and MS Office
- Located in one of Baltics countries
- Proficient in English and a local language
What we offer:
- A family working culture
We are a company known for an open and unique family working culture, where management is easy to approach, employees’ ideas are listened to, and everyone’s contribution is valued. Our people often highlight their supportive colleagues as the best things in their jobs. - Outstanding solutions and focus on innovations
Innovating has always been at the heart of our business, driving business development and shaping our mindset. From the very first industry-leading product launched in 1948 to exciting new market opportunities such as barrier coatings for the packaging industry and biobased solutions, we are determined to solve any coating challenge ahead. - Career in a global, expanding company
Our ambitious growth targets provide unique opportunities to grow and develop your career in a global, multicultural company, where we all share the same values of persistent, creative, and fair. - Sustainability and meaningful work
Our mission is to make the world last longer, and sustainability is a cornerstone of our strategy. We hope that enhancing this mission in everyday work makes work more meaningful to our employees on all levels.
We make the world last longer
About Teknos
Teknos is a global coatings company with operations in more than 20 countries in Europe and Asia, employing approximately 1,500 people. We are one of the leading suppliers of industrial coatings with a strong position in architectural and retail coatings. The company was established in 1948 and is one of Finland’s largest family-owned businesses. Teknos wants to make the world last longer by providing smart, technically advanced paint and coating solutions to protect and prolong. Always working in close cooperation with our customers and firmly believing that the company’s personnel are vital to its success, Teknos has created a corporate culture that is derived from family values, where each employee is heard and encouraged to take the initiative. Our goal is to make use of the great potential of our excellent personnel in order to create new solutions for our customers.