Bridgestone EMEA

Customer Service Team Leader – Italian, English

Bridgestone EMEA

full-time

Posted on:

Location Type: Hybrid

Location: Poznań • Poland

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Job Level

Senior

Tech Stack

ERP

About the role

  • Lead and develop a team of Customer Service Representatives
  • Ensure compliance with Order Management policies and service standards
  • Act as second point of contact for escalated customer queries and complaints
  • Monitor KPIs and SLAs, implement corrective actions where needed
  • Represent Customer Service in regional and central project meetings
  • Collaborate with CoE and IT on process improvements and digital initiatives
  • Maintain and update process documentation (SOPs, playbooks)
  • Attend customer visits and support sales-related initiatives
  • Drive cross-functional collaboration with Sales, Finance, LSCM, and Marketing
  • Support onboarding, training, and knowledge-sharing within the team

Requirements

  • University degree in Business, Management, or related field
  • Minimum 3–5 years in a similar customer service leadership role
  • Proficiency in CRM tools (e.g., Freshdesk, Salesforce, ERP)
  • Strong Excel and Power BI skills
  • Understanding of data-driven decision-making and process interconnectivity
  • Italian C1
  • English C1
Benefits
  • A supportive and engaging onboarding experience to ensure a smooth transition into our team.
  • The opportunity to develop and grow, through training and regular mentorship.
  • Corporate Social Responsibility activities.
  • A truly global, dynamic and challenging work environment.
  • Agility and work/life effectiveness and your long-term well-being.
  • A diverse and inclusive team.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM toolsExcelPower BIdata-driven decision-makingprocess interconnectivity
Soft Skills
leadershipcollaborationcommunicationproblem-solvingcustomer service