Customer Service Team Leader

Suntem este cel mai mare producător de bere din România, cu un portofoliu de mărci puternice, cu care ne mândrim și pe care le iubesc milioane de români. Prietenia, pasiunea și dezvoltarea ne însuflețesc pe toți, fie că vorbim de colegii din fabricile noastre (din Brașov, Buzău, Cluj-Napoca și Timișoara), din depozite, de pe teren sau din sediul central din București.

Povestea Ursus Breweries e împletită cu povestea fiecărui om din echipa noastră.

Excellent interpersonal skills—persuasive, empathetic, able to handle conflict and pressure;
Customer oriented and proven communication skills;
Problem solving skills and attention to details;
Team player, ability to work with people across different organizational function;

Minimum 3 years of experience in one of the following areas:
• In a call center
• Part of an order processing team
• Part of an logistics / distribution team

Business day by day
Creates and deploys the procedures and standards needed to ensure accurate order-to-cash process;
Focuses on processes efficiency and optimization, to increase the service level offered;
Updates regularly the procedures to match the current processes;
Provides their team with the needed information to ensure the correct process is followed and accurate results are obtained;
Ensures a correct resource availabilty throughtout the year for entire order to cash flow;
Issues and transmits operational reports regarding the results of team’s work;
Ensures operational support for team’s daily activities whenever is the case ( as back-up, in the peak periods, for continuity matters etc)

Communication and information
Maintains a good communication with all relevant departments from the area of interaction;
Participates in inter-departmental operational meetings as customer service representative, gathering and offering all the relevant information for the matter;
Builds a good image of the team to external recipients;
Periodically issues and transmits to relevant parties, reports regarding team’s results and service level;
Identifies and address internal and external customers needs;
Maintains effective relationships with service colleagues and key stakeholders;

People & team management
Applies the Performance Management process as per company’s policy;
Establishes and monitors their team’s performance standards; continually assess the effectiveness of the team, especially in terms of quality of service;
Seeks to improve team members satisfaction by creating and maintaining a sound working environment;
Ensures the training plan for the team is in line with the customer & business needs;
Ensures correct behavior as per company’s policy is respected by their team;