Customer Service Team Leader

Antal Poland; Łódź; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Benefits package

Job summary

Antal Poland is seeking an experienced Customer Service Team Lead to manage an international team delivering an order-to-cash experience across European markets. You will drive process improvements and maintain high service standards in a dynamic, hybrid work environment.

The role requires hands-on SAP experience, strong people leadership, and a track record of delivering operational excellence in manufacturing or B2B contexts.

Qualifications

• Minimum 8 years in Customer Service, Order Management, or Supply Chain operations.
• At least 5 years of people leadership experience in an international setting.
• Hands-on SAP experience in a complex global environment.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead, coach, and develop a team of Customer Service Specialists.
• Monitor team performance and drive continuous improvement initiatives.
• Manage escalations and act as the primary contact for complex issues.
• Ensure efficient order management from entry to invoicing.
• Collaborate with Supply Chain, Logistics, Planning, Sales, and other functions.
• Analyze KPIs and implement corrective actions.
• Support process standardization and optimization projects.
• Maintain high-quality service across multiple markets.
• Monitor SAP master data accuracy and support initiatives.
• Participate in cross-functional meetings and business planning.
• Foster a collaborative and customer-centric culture.

Skills

People leadership

Stakeholder management

Analytical mindset

Communication

Industry experience (Manufacturing/FMC

Tools

SAP

Microsoft Office

Excel

Job description

We are looking for an experienced Customer Service Team Lead to join a growing international business services organization supporting multiple European markets. In this role, you will lead a team of customer service professionals, drive operational excellence, and ensure a seamless order-to-cash experience for key customers across the region.

This is an excellent opportunity for a people-focused leader who combines strong operational expertise with a passion for process improvement and customer satisfaction.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Specialists
• Monitor team performance and drive continuous improvement initiatives
• Manage escalations and act as the primary point of contact for complex customer issues
• Ensure efficient execution of order management activities from order entry through invoicing
• Collaborate closely with Supply Chain, Logistics, Planning, Sales, and other business functions
• Analyze operational KPIs and implement corrective actions where needed
• Support process standardization and optimization projects
• Maintain high-quality customer service standards across multiple markets
• Monitor SAP master data accuracy and support operational excellence initiatives
• Participate in cross-functional meetings and contribute to business planning activities
• Foster a positive, collaborative, and customer-centric team culture

What We're Looking For

• Minimum 8 years of experience in Customer Service, Order Management, or Supply Chain Customer Operations
• At least 5 years of people leadership experience
• Hands‑on experience working with SAP in a complex international environment
• Strong stakeholder management and communication skills
• Experience in manufacturing, FMCG, or B2B operations will be a strong advantage
• Proven ability to manage priorities in a dynamic environment
• Analytical mindset with a strong focus on continuous improvement
• Advanced knowledge of Excel and Microsoft Office tools

What You Can Expect

• Opportunity to lead an experienced international team
• Exposure to regional and global stakeholders
• A dynamic and collaborative work environmentParticipation in transformation and process improvement projects
• Attractive benefits package
• Hybrid working model and modern office environment