Customer Service Team Lead

Færch Plast Group; Murowana Goślina; On-site; PLN 60,000 - 90,000; Full time

Job summary

Faerch Plast Group in Poland seeks an experienced Internal Sales Lead to drive collaboration between Faerch and customers, maintain daily contact, and build strong relationships. You will oversee CRM usage, monthly housekeeping, quotations, and tool contracts, while coordinating with the Country Lead and other departments to ensure accurate orders and on-time fulfillment.

This role requires Polish and English, at least three years in customer service or order management, and a proactive,

Qualifications

• Minimum 3 years in customer service, order management, or a similar role.
• Coordination experience is an advantage.
• Polish and English language skills required.
• Strong MS Office, especially Excel.
• Knowledge of SAP IBP, M3, or CRM is a plus.

Responsibilities

• Lead internal sales team and ensure daily order processing.
• Maintain CRM usage and price quotations.
• Coordinate with production, logistics, and other departments.
• Monitor stock levels and safety stocks.
• Escalate production and haulage issues as needed.
• Create monthly reporting and KPIs.

Skills

Customer service

Order management

Coordination

Negotiation

MS Excel

Education

Secondary or higher education

Tools

CRM

M3

SAP IBP

Targit

Job description

Ensure the internal sales team drive a strong co-operation between Faerch and customers, with regular contact and relationship building with daily customer contact.

Ensure excellent CRM usage and best practice including, but not limited to task management, submission and tracking of official price quotation, regulations and corresponding SPCs and general monthly housekeeping as required. Work with the Senior Manager, Customer Service in instilling CRM best practices in both internal and external sales

Monitor Internal sales productivity and ensure efficient daily order processing, quotations, regulations, bonus and follow-up activities between customers, sales representatives, and internal departments to ensure timely and accurate fulfilment

Ensure all internal sales are operating all IT systems correctly (M3, SAP IBP, CRM, SPCs, Targit). Monitor control correct data entry and customer MasterData

Point of escalation for all production and haulier issues working with the corresponding manufacturing site planning manager and hauliers to prioritise as needed.

Monitor and track SAP IBP forecast accuracy for the segment working with the demand planner on a monthly basis to assess areas of improvement.

Work with Country Lead, Customer Service in assessing stock levels and safety stocks are maintained enabling correct stock coverage and contingency for peak season.

Support the co-ordinators in new product launches and delists to ensure to seamless transition and minimise obsolete stocks. Escalation to Country Lead, Customer Service in instances where customers dispute liability. Review Monthly reporting with the Country Lead, Customer Service.

Create, monitor and manage all tool contracts as required (capex, customer orders and forecast etc.) strictly adhering to new tool procedure ensuring all new developments and trials are within existing material/process platform.

Oversee and manage the customer service team within the designated area.

Foster a positive and collaborative work environment, encouraging professional growth and development

Create a cohesive and motivated customer service team by promoting teamwork, and encouraging innovative solutions to customer challenges.

Enhance the skills and capabilities of the customer service team fostering a culture of continuous improvement, accountability, and professional growth.

Competencies and skills requirements

• Education: Secondary or higher education, preferably in Business Administration, Logistics, Management, or a related field.
• Language requirement: Polish and English.
• Certificates: Not required.
• IT requirement: Good knowledge of MS Office, especially Excel; experience with customer service systems is an advantage.
• Experience: Minimum 3 years of experience in customer service, order management, or a similar role; coordination experience is an advantage.
• Negotiation skills: Negotiation and conflict-resolution skills.

Project management skills: Organizational and coordination skills.

Job Info

• Job Identification 396
• Posting Date 09/24/2026, 08:39 AM
• Job Schedule Full time