Location: Hybrid. 2 days a week remote and 3 days a week in the Poznań office.

Purpose:

Lead the B2B transactional Customer Service team, which is dedicated to various European regions.

The Job (responsibilities):

Be the first point of escalation for Customer Service-related issues for assigned region.Own and improve the B2B transactional processes.Ensure incoming emails are processed within KPI level, based on SOPs as well as best practice.Ensure incoming calls are handled within KPI, based on SOPs as well as best practice.Manage backlogs by spreading workload in a diversified way.Report performance of individuals and team.Support and/or participate in migration of business processes from European countries to SSC.Accountable for B2B transactional operations/targets/KPI's within the assigned region, such as: Average line/Month, SL1/2, Fulfilment rate, Volume, Quality.Support team members and direct reports by knowledge share and best practice sharing, in case of emergency help them with order entry and call answer.Internal communication with peers as well as external contact with customers and vendors, in CS and B2B transactional related issues.Drive actions to influence high motivation, good working atmosphere and friendly environment.

The Person (requirements):

Higher Degree or equivalent through experience.Minimum 3 years’ experience in people management role; as a team leader, coordinator, or project manager.Customer Service or/and Claims Management experience is an advantage.English professional communication is crucial, a good command of Polish will be an advantage.Knowledge of Microsoft Office package.SAP knowledge preferred.Knowledge and understanding of Supply chain.Have the right mix of business goal orientation and interpersonal people management skills.Excellent interpersonal skills for internal and external relations.Organizational skills and diligence.Stress resistance.Problem solving orientation.Positive attitude.

We offer:

Ambitious and motivating challenges.Regular working hours (Monday to Friday).Competitive benefits package.Add value to the business.Work with a diverse team with varying backgrounds.Labor law contract.Co-funding of additional benefits (medical care, Multi benefit cards).

#LI-PH1

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are 

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. 

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development: 
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.