Customer Service Operations & Process Specialist

LGC Limited; Poland; On-site; PLN 65,000 - 90,000; Full time

Job summary

LGC Standards, a division of LGC Group, is seeking a Customer Service Operations & Process Specialist to join our Łomianki, Poland team in a hybrid role. The position focuses on analysing order management processes, testing new systems, and implementing improvements to enhance customer service performance.

You will monitor process KPIs, prepare management reports, and collaborate with Customer Service, Operations and IT to deliver high-quality customer experiences.

Qualifications

• Experience in Customer Service, Operations or Order Management environments.
• Experience using ERP or CRM systems.
• Strong analytical and problem-solving skills.
• Advanced Microsoft Excel and PowerPoint skills.
• Good organisational and time management skills.
• Excellent written and verbal communication skills.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Proactive approach to continuous improvement.
• Fluent in Polish and English, both spoken and written

Responsibilities

• Analyze daily order management processes to identify improvements.
• Test new systems and process changes prior to implementation.
• Document test results and communicate findings to stakeholders.
• Support User Acceptance Testing (UAT) and validation activities.
• Produce operational reports and KPIs for management and customers.
• Create PowerPoint presentations for customers and senior management.
• Help document and maintain operational procedures.
• Collaborate with CS, Operations, IT and other departments on improvements.
• Provide support during high-demand periods, system changes or projects.
• Develop knowledge of LGC products, services and CS processes.

Skills

Customer service

Operations

Order management

Analytical skills

Problem solving

Excel

PowerPoint

Communication

Detail oriented

Independence

Continuous improvement

Polish language

English language

Tools

ERP systems

CRM systems

Job description

Customer Service Operations & Process Specialist

• Full-time
• Work Arrangement: Hybrid
• Department: Customer Service

LGC Standards is a division of LGC Group, the UK’s designated National Measurement Institute for chemical and bioanalytical measurements. We are a leading global manufacturer and service provider of quality assurance and research tools, supporting analytical needs in more than 120 countries worldwide. We use our expertise to produce to the highest standards, including ranges produced under ISO/IEC 17025 and accredited to ISO 17034. Our wide range of reference materials and proficiency testing schemes is complemented by our experience in outsourcing and customs, enabling us to adapt quickly to provide tailored solutions that meet our customers’ analytical needs. We innovate and apply science to ensure the safety and integrity of products and services, in line with our vision of science for a safer world.

We’re looking for friendly, driven people to join our Customer Service Team in Łomianki, Poland!

The role incumbent is responsible for supporting Customer Service operations through process analysis, testing of new systems and process improvements prior to implementation, and identifying operational issues impacting order management activities.

The role provides operational support to Customer Service teams by monitoring process performance, reporting system and process defects, preparing management reports and presentations, and contributing to continuous improvement initiatives.

The required outcome is to ensure efficient Customer Service processes, successful implementation of changes, and a high-quality customer experience.

• Support Customer Service operations through daily analysis of order management processes.
• Identify, investigate and report process and system issues impacting operational performance.
• Perform testing of new systems, process improvements and project deliverables prior to implementation.
• Document test results and communicate findings to relevant stakeholders.
• Support User Acceptance Testing (UAT) and validation activities.
• Produce operational reports and analyse Customer Service KPIs.
• Prepare PowerPoint presentations for customers, senior management and internal stakeholders.
• Assist with process documentation and maintenance of operational procedures.
• Collaborate with Customer Service, Operations, IT and other departments on improvement initiatives.
• Provide operational support during periods of high demand, system changes or project implementation.
• Develop knowledge of LGC products, services and Customer Service processes and remain up-to-date with business changes
• • Experience in Customer Service, Operations or Order Management environments.
  • Experience using ERP or CRM systems.
  • Strong analytical and problem-solving skills.
  • Advanced Microsoft Excel and PowerPoint skills.
  • Good organisational and time management skills.
  • Excellent written and verbal communication skills.
  • Attention to detail and accuracy.
  • Ability to work independently and as part of a team.
  • Proactive approach to continuous improvement.
  • Fluent in Polishand English, both spoken and written

Join our friendly, international team and help us deliver "Science for a Safer World". We look forward to hearing from you!

Our values

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

Equal opportunities

LGC strongly believes that every job applicant and employee should be valued for their talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or parental, religion, or belief. Shortlisting, interviewing, and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.