Customer Service Manager

Signode; Masku; On-site; EUR 50,000 - 70,000; Full time

Job summary

Signode in Masku, Finland is seeking a Customer Service Manager to lead and manage the Customer Service team. You will ensure service, volume, and quality levels are met while handling escalated concerns effectively.

The ideal candidate has at least 5 years of customer service experience, including a supervisory role, along with knowledge in CRM systems like Microsoft Dynamics 365.

A collaborative approach with internal departments is essential for ongoing improvements and compliance.

Qualifications

• Bachelor’s in a related field preferred.
• Minimum 5 years in Customer service, with a supervisory role of 3+ years.
• Working knowledge of CRM systems.
• Experience with Microsoft Dynamics 365 preferred.
• Intermediate knowledge of Microsoft Outlook, Excel, and Word.

Responsibilities

• Supervise Customer Service Representatives and manage performance.
• Coach on complaints handling and solutions.
• Build relationships through open communication.
• Collaborate with other teams for operational improvement.
• Act as a point of escalation for customer concerns.
• Manage talent and employee lifecycle activities.
• Monitor business metrics for department effectiveness.
• Design and improve departmental procedures.
• Serve as subject matter expert for product knowledge.
• Support department during absences or busy periods.
• Ensure compliance with policies and procedures.

Skills

Supervisory skills

Customer service expertise

Problem-solving

Communication

Education

Bachelor’s degree in a related field

Tools

Customer Relationship Management (CRM) systems

Microsoft Dynamics 365 (D365)

Microsoft Outlook

Microsoft Excel

Microsoft Word

Job description

Location: Masku, Finland

Summary: The Customer Service Manager leads, trains, and manages the Customer Service team to ensure required service, volume, and quality levels are attained. This role handles escalated concerns with professionalism and monitors day-to-day activities to provide outstanding customer service experience to internal and external customers.

Essential Functions:

• Supervise Customer Service Representatives, including talent reviews, recruitment, corrective actions, performance reviews, and succession planning.

• Coach and mentor on handling complaints and providing appropriate solutions within time limits.

• Build sustainable relationships of trust through open communication with internal departments.

• Collaborate with Sales, Procurement, and Credit teams to evaluate processes and make recommendations for operational improvements.

• Act as a point of escalation for unresolved customer concerns, ensuring timely resolution.

• Responsible for talent management and employee lifecycle activities.

• Have a good knowledge of the department’s entire customer orders lifecycle.

• Generate and monitor business metrics to measure department effectiveness and employee productivity.

• Assist with design, implementation, and continuous improvement of procedures as needed.

• Serve as subject matter expert to team members and customers regarding product knowledge and issue resolution.

• Support department during absences or increased workload periods.

• Ensure compliance with all policies, procedures, and processes.

Position Qualifications:

• Education: Bachelor’s in a related field preferred.

• Experience: Minimum 5 years in Customer service, with a supervisory role of 3+ years.

• Working knowledge of Customer Relationship Management (CRM) systems.

• Experience with Microsoft Dynamics 365 (D365) preferred.

• Intermediate knowledge of Microsoft Outlook, Excel, and Word.