ÚCH Customer Service Team Lead

Overview Location Overview Working with inspiring and experienced colleagues, you'll find that the atmosphere in our city-centre office in Kraków is informal and engaging. With drive and ingenuity, our teams deliver vital services to PepsiCo employees around the world. With an active, get-things-done culture, this is a place where your dynamism and agility will make a difference. Job Overview In this role you will be responsible for establish and lead a new team, playing a key role in providing and interface between customers and internal for excellent customer service, supporting the DACH Customer Service in daily business, as well as supporting on tasks linked to order management and business systems support & incident management. In addition, the lead will play a key role within the wider team to bring together simplification of processes, looking for continuous improvements and ways to improve the GBS deliverables for DACH and other markets. Responsibilities Provide and interface between customers and internal for excellent customer service Managing the day-to-day activities of the team to ensure satisfactory service level Develop winning relationships with key stakeholders within the Cluster SC function and relevant German BU teams, embedding GBS services within the organization Act as a point of contact and trusted business partner for Supply Chain team, participating in standard operational review calls with key stakeholders and Business Leaders Problem solving and performance improvement Support the HUB Lead with all initiatives to improve GBS service offerings Leading and coaching team members in their technical capabilities development. Motivating the team to achieve organizational goals. Developing and implementing a timeline to achieve targets. Delegating tasks to team members, set clear team goals Conducting training of team members to maximize their potential, provide coaching Empowering team members with skills to improve their confidence, product knowledge, and communication skills. Conducting performance reviews. Creating a pleasant working environment that inspires the team Contributing to the growth of the company through a successful team Qualifications Fluency in English and German (C1) Bachelors in Business / Accounting /Economics / Statistics / Mathematics / Linguistics 2 years experience demonstrated via managing and coaching a team Customer Service channels and trade knowledge Ability to handle pressure and active problem solving skills Demonstrated experience with MS Excel & Commercial Analytics tools Exceptional written and oral communication, adapting approach by situation and audience