Customer Service Manager (m/f)

The DEKRA Arbeit Group, with its more than 140 locations throughout Europe, is one of the most successful and innovative umbrella organizations in the area of personnel services. We are a highly professional and ambitious company driven by talented and dedicated people who are committed in delivering all our services.

For our client, we are looking for an ambitious and results-oriented professional to join a dynamic international environment in the role of

Customer Service Manager (m/f)

Location: Zagreb

Responsibilities:

• Lead and develop the Customer Service team
• Ensure high customer satisfaction and service quality
• Optimize processes and drive KPI performance
• Take ownership of complex issues and drive them to resolution
• Collaborate with cross-functional teams, including Sales, Supply Chain, Logistics, Operations, Finance, and IT
• Support digitalization, automation, and data quality initiatives

Requirements:

• Master’s degree or equivalent
• Minimum 5 years of experience leading and developing customer-facing teams
• Experience with ERP systems, preferably SAP
• Professional proficiency in English
• Advanced Excel skills
• Excellent organization, coordination and time-management skills
• Process design and continuous improvement mindset
• Excellent communication and negotiation skills, with a solid understanding of order-to-cash and customer service processes
• Ability to operate in a complex, fast-paced environment

Our Client offers:

• The opportunity to build a high-performing team and drive operational excellence
• The opportunity to make a tangible impact on customer experience through data-driven performance management and continuous improvement
• A competitive salary package, including a company car