CX Operational Team Leader

ArcelorMittal Business Center of Excellence is looking for candidates for a position of

Operational Team Leader – Customer Experience

The Operational Team Leader will lead a team of Customer Experience Specialists, ensuring high-quality service delivery and operational excellence. This role is balancing leadership responsibilities (20%) with hands-on operational tasks (80%).

The purpose of this position is to provide comprehensive support in managing procurement processes, from pre-sales activities and technical proposal verification to post-sales support, including invoicing, complaint handling, and coordination with the finance department. This role ensures timely and accurate teamwork and is responsible for increasing customer and internal stakeholder satisfaction, contributing to operational excellence and external customer service.

Main goals :

• Lead, coach, and develop a team of Customer Experience Specialists, fostering a culture of continuous improvement and high performance.
• Organize and facilitate regular team meetings, knowledge sharing, and training sessions.
• Monitor team performance, provide feedback, and support career development.
• Ensure compliance with quality management and company policies.
• Act as the primary point of contact for escalations and complex issues, collaborating with stakeholders to resolve them efficiently.
• Order management: checking order-item matches, executing impact lists, and performing retro billing.
• Contract and customer data management: maintaining accurate customer records and managing SAP contracts.
• Claim management: registering and following up on customer claims.
• Contract and customer data management: maintaining accurate customer records and managing SAP contracts.
• Claim management: registering and following up on customer claims.

What we expect from candidate:

• Bachelor’s degree or equivalent experience (preferred
• Customer-Centric Mindset
• Strong communication skills, particularly interactions via phone, digital channels and email.
• Ability to work effectively in a team and independently with minimal supervision.
• Excellent organizational and multitasking abilities.
• Strong attention to detail and problem-solving skills.
• Proficiency in Polish and English
• Proven experience in customer service, order management, or a related field.
• Familiarity with MC Office Tools, SAP, CRM tools, and offer management platforms (nice to have).