Customer Service Manager: Lead, Improve & Elevate CX

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

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.