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Customer Service Leader, EMEA (m/w/d)

Date: Mar 5, 2023

Location: Poznan, WP, PL, 60-166

Company: W. R. Grace & Co.

Requisition ID: 21347 

Built on talent, technology, and trust, Grace is a leading global supplier of catalysts and engineered materials. The company’s two industry-leading business segments—Catalysts Technologies and Materials Technologies—provide innovative products, technologies, and services that enhance the products and processes of our customers around the world. Grace employs approximately 4,300 people in over 30 countries.

Job Description

  • Set the strategy for the entire EMEA Customer Service Organization, in alignment with global Supply Chain & Business strategies
  • Measure & continuously improve the performance of the EMEA Customer Service Organization
  • Be the key link to the Business Leaders, Operations, Logistics, Finance, HR, QM & IT
  • Cooperate closely with other regions Customer Service Organizations in streamlining, harmonizing & standardizing processes globally
  • Ensure alignment between different Order Fulfillment teams and businesses leaders to the agreed upon standardization level
  • Establish, frequently monitor and continuously improve Customer Services and Customer Satisfaction levels



  • Manage budget control
  • Manage, motivate and develop team members
  • Support CS Teams Leads in conflict situations and all HR related subjects
  • Ensure information flow into the Customer Service Organization in case of changes of businesses rules
  • Represent CS in inter-functional projects with potential impact on CS activities, and act as an interface to other more general global projects (e.g. IT Systems)
  • Manage customer complaints to improve customer ratings by restructuring and optimizing customer questionnaires, customer enquiries and customer statements
  • Managing and improving TCO

Required Qualifications

  • MBA Degree or equivalent, at least 3-5 years leader experience managing a (Customer Service) Organization or international business relationship management exposure
  • Strong management and leadership skills, also remotely
  • Must be a highly motivated professional with excellent communication and networking skills
  • High proficiency in spoken and written English
  • Flexible and capable of adjusting to frequent – changing priorities
  • Proven strength in strategic thinking  following a systematic, progressive approach
  • Firm knowledge of Customer Service, Sales, S&OP, logistics and accounts receivables processes
  • Must be able to manage multiple projects from conception to completion in a fast-paced, global team environment
  • Solid bias to customer satisfaction, continuous process optimization, productivity and quality of work

Preferred Qualifications

  • Strong IT background, in particular SAP-SD knowledge preferred
  • Six Sigma / Lean experience appreciated
  • Knowledge of Grace business & culture is a plus

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.