Manager, Customer Service

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils!

We are now looking for a Manager, Customer Service to join our team in UPM Business HUB Wrocław, Poland

Greetings from your future colleague

This role is crucial for developing a new high-performing Customer Service team in our Business Hub in Wrocław. You will be accountable for high-quality service delivery, working closely with other teams and stakeholders. If you enjoy leading people in lively environment, challenging status quo to bring process and tools efficiencies and collaborating cross functions, this role is for you! – Agnieszka Maciejczyk, Director Financial Control

What you will do

• Ensure accurate and on-time delivery of services in Lead To Cash and Source To Pay areas

• Lead the new Customer Service team in UPM Wroclaw Business Hub in accordance with UPM values and develop the team’s potential

• Ensure team engagement and unity, business continuity and proper back-up structures

• Guarantee the highest level of customer service and positive internal and external stakeholders experience

• Collaborate effectively with other teams to ensure smooth and efficient end to end process

• Develop and optimize customer service-related processes and tools, actively bring up and drive ideas for improvements and development, including e.g. ways of working, coach team members to develop Continuous Improvement culture

• Define, develop and monitor customer service KPI’s and ensure KPI achievement

• Ensure compliance with defined internal controls in own responsibility area

• Budget responsibility for Customer Service team

• Proactively communicate in own responsibility area, collaborating with other organizations and stakeholders

Who you are

• You are fluent in English; knowledge of Finnish language will be beneficial

• You have a bachelor’s degree; Finance and Accounting or Business Administration degree would be an asset

• You have at least 2 years of experience in leadership role

• You have experience in customer service, logistics, order management, finance or other roles related to Lead To Cash operations or Source To Pay operations

• You have a good understanding of end-to-end finance and order management processes

• You have great organizational skills

• You can prioritize well and work with schedules and deadlines

• You have experience with the following systems: SAP, Service Now, Salesforce, Basware

This is what we offer to you

• A meaningful job – We have an inspiring purpose ‘We create a future beyond fossils’. Our work is impactful and transformative

• A caring community – Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees

• Development opportunities – We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth

• Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves

Learn about our Rewarding and our Ways of working

Additional information

The position is located in UPM Business HUB Wrocław, Poland.

Please apply v