Team Leader European Customer Service Office

CHEP Polska Sp. z o.o.; Polska; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Volunteering leave (3 days/year)

Additional 2 days leave after 12m

Holiday bonus

LuxMed private medical insurance

Multisport Card

Transportation allowance 110 PLN net/月

PPK (Employee Capital Plan)

Employee Investment Plan

Job summary

CHEP Polska Sp. z o.o. in Poland is seeking a Customer Service Team Leader to lead a multilingual European team, delivering an exceptional customer experience and driving operational excellence.

You will coach a team of Customer Service Executives, manage KPIs, collaborate with Sales, Finance, and Operations, and foster a culture of continuous improvement and inclusion.

The role offers a hybrid work model, competitive salary, and a comprehensive benefits package.

Qualifications

• Previous experience leading customer service, contact centre, or operations teams.
• Proven ability to manage performance through KPIs and service metrics.
• Strong coaching, mentoring, and people development skills.
• Excellent communication and stakeholder management capabilities.
• Strong problem-solving skills and the ability to make informed decisions.
• Experience working across multiple countries, cultures, or languages is highly desirable.

Responsibilities

• Lead, coach, and develop a team of Customer Service Executives to achieve strong performance and career growth.
• Drive customer satisfaction, service quality, productivity, and operational KPIs.
• Manage day-to-day service operations and balance workloads across the team.
• Act as an escalation point for complex customer issues and support timely resolution.
• Monitor performance metrics and implement actions to improve service levels.
• Ensure compliance with company policies, processes, and service standards.
• Collaborate with Sales, Supply Chain, Finance, and other internal stakeholders to deliver a seamless customer experience.
• Support process improvements and transformation initiatives that increase efficiency and customer satisfaction.
• Identify training and development opportunities to build team capability.
• Create a positive, inclusive, and accountable team culture focused on customer success.

Skills

Leadership

Coaching

Communication

Stakeholder management

Problem solving

Cross-country experience

English fluency

Job description

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Key Responsibilities May Include:

• Oversee the management of a customer portfolio, ensuring regular communication and high levels of service to achieve customer satisfaction targets such as Net Promoter Scores (NPS).
• Lead, coach, and develop a team of Customer Service Executives, ensuring effective management of customer inquiries, billing concerns, and account health, while monitoring key performance indicators such as Flow-Through Ratio and Cycle Time.
• Collaborate with the team to resolve complex customer issues, including product quality concerns, escalations, and competitive threats, ensuring swift resolution and maintaining customer trust.
• Implement and monitor service improvement initiatives aligned with both customer needs and business objectives, driving continuous process optimization to enhance operational efficiency.
• Act as the point of escalation for high-level customer challenges, including contract negotiations, tenders, and audit management, ensuring prompt and satisfactory resolution.
• Build and maintain strong relationships with both internal and external stakeholders, collaborating with cross-functional teams (e.g., Field Account Managers, Finance, Operations) to deliver seamless customer service.
• Foster team engagement and performance through strong leadership, regular feedback, and opportunities for professional growth, ensuring that team objectives are met and contribute to overall business success.

This is an exciting opportunity to lead a diverse European team and make a meaningful impact on the customer experience. You'll have the autonomy to shape processes, develop talent, and contribute to a culture of excellence while working in a collaborative and international environment.

As a Customer Service Team Leader, you will lead and develop a high-performing, multilingual Customer Service team supporting customers across Europe. You will play a key role in delivering an outstanding customer experience while driving operational excellence, team engagement, and continuous improvement.

What will you do?

• Leading, coaching, and developing a team of Customer Service Executives to achieve strong performance and career growth.
• Driving customer satisfaction, service quality, productivity, and operational KPIs.
• Managing day-to-day service operations and ensuring workloads are effectively balanced across the team.
• Acting as an escalation point for complex customer issues and supporting timely resolution.
• Monitoring performance metrics and implementing actions to improve service levels.
• Ensuring compliance with company policies, processes, and service standards.
• Collaborating closely with Sales, Supply Chain, Finance, and other internal stakeholders to deliver a seamless customer experience.
• Supporting process improvements and transformation initiatives that increase efficiency and customer satisfaction.
• Identifying training and development opportunities to build team capability.
• Creating a positive, inclusive, and accountable team culture focused on customer success.

Who are we looking for?

We are looking for an inspiring people leader who combines a passion for customer service with strong operational and leadership skills. You will bring:

• Previous experience leading customer service, contact centre, shared services, or operations teams.
• A proven ability to manage performance through KPIs and service metrics.
• Strong coaching, mentoring, and people development skills.
• Excellent communication and stakeholder management capabilities.
• Strong problem-solving skills and the confidence to make informed decisions.
• The ability to work effectively in a fast-paced, customer-focused environment.
• Experience working across multiple countries, cultures, or languages is highly desirable.
• Fluency in English; additional European languages are an advantage - ideally French.
• A continuous improvement mindset and a passion for driving positive change.

What We Offer

Attractive base salary with an annual bonus opportunity. Comprehensive benefits package, including:

• 3 days of paid volunteering leave each year.
• 2 additional annual leave days after completing a full calendar year with the company.
• Financial bonus to support a two-week holiday break.
• LuxMed private medical insurance.
• Multisport Card.
• Transportation allowance of 110 PLN net per month.
• Employee Capital Plan (PPK).
• Employee Investment Plan.

A supportive and collaborative international environment where you can grow your career and make a real impact. Opportunities for professional development, leadership growth, and continuous learning. The chance to lead a diverse European team and contribute to delivering an exceptional customer experience across the region.

Skills to succeed in the role

• Building Rapport
• Change Leadership
• Coaching
• Collaboration
• Commercial Sustainability
• Continuous Process Improvement
• Customer Experience (CX)
• Customer Support
• Data Storytelling
• Disruptive Thinking
• Feedback
• Inclusive Leadership
• Leading Customer Centric Teams
• Motivating Teams
• Our Business
• Prioritization
• Problem Resolution
• Sales Communications
• Self-Awareness

We are an Equal Opportunity Employer

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.