Informacje o stanowisku

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Function: Supply Chain

Location:

Warsaw, MZ, PL

Work Arrangement: Hybrid

ABOUT THE ROLE

The Customer Service Sr. Manager plays a key role in providing outstanding support and service to customers by building a deep understanding of their processes and requirements, converting customer needs into actionable proposals or strategies. This position requires building excellent collaborative relationships with customers and the broader supply chain to enhance service quality and efficiency, ensuring timely order processing and delivery to customers’ warehouses.

The Senior Customer Service Manager should actively collaborate with business teams to thoroughly understand their expectations and priorities, including revenue recognition and other critical objectives. This collaboration should drive the development of robust execution plans and effective risk management strategies.

WHAT YOU WILL DO

• Develop and nurture collaborative relationships with internal stakeholders (sales, supply chain, finance) and external customers to align on objectives and priorities.
• Act as the key contact for customers, ensuring proactive communication and resolution of complaints by involving appropriate teams.
• Ensure compliance with regulatory requirements and internal controls; manage external and internal audits.
• Develop and deliver action plans to meet business targets, addressing gaps in service by capturing and acting on customer feedback.
• Champion continuous improvement initiatives by evaluating systems for inefficiencies through value stream analysis and Lean/Six Sigma methodologies.
• Lead change management decisions and interventions, ensuring systems are evaluated for losses through value stream analysis.
• Lead CPS for starting shipments to new customers once contracts are signed.
• Build and maintain necessary DDS structure with all key stakeholders.

TEAM MANAGEMENT

• Manage the team of Customer Service Coordinators, focusing on performance, career management, and personal development.
• Establish and monitor key performance indicators (KPIs) ensuring alignment with business objectives.
• Analyze performance data to identify trends, gaps, and opportunities for improvement.

COMMUNICATION AND COLLABORATION

• Foster strong relationships with internal stakeholders, ensuring transparency and alignment in planning and decision-making.
• Serve as a trusted partner to senior leadership by providing regular updates on planning outcomes, risks, and opportunities.
• Act as a liaison between supply chain, sales, finance, and other teams to drive cross-functional solutions.

WHAT WE WANT YOU TO BRING ALONG

• Minimum of 5 years of significant experience in supply chain or customer service management in multinational organizations.
• Bachelor’s or Master’s degree.
• Proven track record of driving process improvement initiatives and delivering measurable results in service and operational performance.
• Strong expertise in SAP (Order Management or similar modules) and ability to lead system implementations or enhancements.
• Significant analytical orientation, data-driven decision making, and proficiency in advanced data analysis tools (e.g., Excel, Power BI).
• Results-oriented, self-motivated, and highly efficient in managing priorities in a fast-paced environment.
• Strong oral communication and excellent business writing skills in English.
• Stakeholder management, negotiation, and project management skills.
• Flexibility to travel (some travel might be required, but very occasionally).

WHAT WE OFFER

We care about the growth, health, and wellbeing of our employees; therefore, our offer includes:

• Luxmed medical insurance: Employee basic package is covered by Wella, with options to upgrade or extend it to family members.
• Life insurance: basic option is paid by Wella, with options to upgrade for you and your family.
• Lunch card.
• Multisport card.
• Parking subsidy or public transportation refund, depending on your commuting style.
• One additional day off to celebrate each full year of employment (capped at five days).
• Birthday as a holiday: celebrate with your loved ones!
• End-of-the-year gift and spring celebrations.
• Bonus for life-time occasions (e.g., childbirth, marriage).
• Attractive referral bonus for recommending talents to work at Wella.
• State-of-the-art workspace, collaborative areas, cool events, and gatherings.
• Occasional samples of our products to enjoy.
• Access to discounts on our products in Wella and ghd online shops.

WHO WE ARE

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin, and ghd. With 6,000 employees globally and presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company, in compliance with federal and state disability laws, makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at:

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences, and backgrounds creates an environment that produces extraordinary results.

English - Please click on this link to review the Notification of Equal Opportunity Rights poster.

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