Karo Healthcare

Customer Service Team Lead

Karo Healthcare

full-time

Posted on:

Location Type: Hybrid

Location: Warsaw • Poland

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

ERP

About the role

  • Establish and lead the local Customer Service organization in Poland, including team leadership, recruitment support, and local implementation of the global Customer Service strategy
  • Ensure smooth day-to-day customer service operations with a strong focus on quality, responsiveness, and reliability
  • Be hands-on with order management when needed, leading by example in a fast-paced environment
  • Act as a key interface between Customer Service and Commercial, Supply & Demand Planning, Finance, Quality Assurance, and other stakeholders
  • Manage daily operational collaboration with our 3PL partner, monitor KPIs against SLAs, and drive escalations within Logistics when required
  • Continuously improve processes, workflows, and service standards to drive operational excellence
  • Participate in and lead system-related upgrades and development initiatives (ERP/CRM)
  • Drive strategic initiatives to enhance customer experience and increase satisfaction
  • Represent the voice of the customer internally, contributing insights to support business decisions
  • Ensure compliance with pricing, contracts, product availability, and local regulatory requirements
  • Validate and support accurate product master data in ERP systems and local databases

Requirements

  • Proven experience building, leading, and developing Customer Service teams
  • Solid understanding of B2B customer service environments, ideally within FMCG, healthcare, or pharma
  • Strong cross-functional collaboration skills, particularly with Sales/Commercial, Supply & Demand Planning, Finance, and Quality Assurance
  • A hands-on, structured, and proactive approach with a strong problem-solving mindset
  • Comfortable working independently in a dynamic, high-growth, and changing environment
  • Data-driven mindset with experience working in ERP and CRM systems (e.g. IFS, SAP, Emigo)
  • Fluent in Polish and English, both written and spoken
  • Strong leadership and change management capabilities
Benefits
  • Opportunity to create, grow, and encourage
  • Apart from a competitive salary pack, there are lots of growth opportunities to meet your personal ambitions
  • Flexible schedule and life work balance
  • Responsibility for exciting and challenging projects that have a direct, visible impact on our customers and the industry
  • Very positive work environment in a young, international, and motivated team
  • Start-up spirit while being a part of the large international organization with strong values
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer service managementorder managementprocess improvementdata analysisproblem-solvingteam leadershipcross-functional collaborationcompliance managementproduct master data validation
Soft Skills
leadershipchange managementproactive approachindependent workadaptabilitycommunicationresponsivenessreliability