Customer Service Manager

Location: Masku, Finland

Summary: The Customer Service Manager leads, trains, and manages the Customer Service team to ensure required service, volume, and quality levels are attained. This role handles escalated concerns with professionalism and monitors day-to-day activities to provide outstanding customer service experience to internal and external customers.

Essential Functions:

• Supervise Customer Service Representatives, including talent reviews, recruitment, corrective actions, performance reviews, and succession planning.

• Coach and mentor on handling complaints and providing appropriate solutions within time limits.

• Build sustainable relationships of trust through open communication with internal departments.

• Collaborate with Sales, Procurement, and Credit teams to evaluate processes and make recommendations for operational improvements.

• Act as a point of escalation for unresolved customer concerns, ensuring timely resolution.

• Responsible for talent management and employee lifecycle activities.

• Have a good knowledge of the department’s entire customer orders lifecycle.

• Generate and monitor business metrics to measure department effectiveness and employee productivity.

• Assist with design, implementation, and continuous improvement of procedures as needed.

• Serve as subject matter expert to team members and customers regarding product knowledge and issue resolution.

• Support department during absences or increased workload periods.

• Ensure compliance with all policies, procedures, and processes.

Position Qualifications:

• Education: Bachelor’s in a related field preferred.

• Experience: Minimum 5 years in Customer service, with a supervisory role of 3+ years.

• Working knowledge of Customer Relationship Management (CRM) systems.

• Experience with Microsoft Dynamics 365 (D365) preferred.

• Intermediate knowledge of Microsoft Outlook, Excel, and Word.