Customer Service Manager
On-site · Masku, Southwest Finland, Finland
Job Summary
Leads and manages the Customer Service team to ensure required service levels, volume, and quality. Supervises representatives, handles escalations, coaches on complaints and timely solutions, and builds trust through cross-department collaboration with Sales, Procurement, and Credit to drive process improvements. Acts as escalation point for unresolved customer concerns, oversees talent management and employee lifecycle activities, and maintains expertise on product knowledge and issue resolution. Monitors the department’s metrics and supports procedures design and continuous improvement while ensuring policy compliance and effective communication with internal and external customers.
Required Qualifications
- 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.
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