Customer Service Manager

Customer Service Manager

Location: Poland (with collaboration across Central and Eastern Europe)

Position Mission: Deliver Excellence. Enable Growth. Create Outstanding Customer Experiences.

At Sandvik Ground Support, we are committed to providing innovative solutions that help our customers operate safely, efficiently, and sustainably. As our business continues to grow across Central and Eastern Europe, we are strengthening our customer support capabilities to ensure exceptional service throughout the entire customer journey.

We are now looking for a proactive and people-oriented Customer Service Manager to lead our customer support operations in Poland while supporting the continued development of our service organization across the region. This is an exciting opportunity for a customer-focused leader who combines operational excellence, team leadership, and strong cross-functional collaboration skills.

As Customer Service Manager, you will play a key role in ensuring high-quality customer service, supporting sales and quotation activities, driving process improvements, and building a high-performing team that contributes directly to customer satisfaction and business success.

About the Role

As Customer Service Manager, you will be responsible for overseeing customer support activities, managing operational processes, and leading a team dedicated to delivering timely and professional support to our customers.

You will work closely with Sales, Quotation, Technical Support, Field Service, Marketing, Logistics, and other stakeholders to ensure seamless execution of customer requests, effective communication, and continuous improvement of service delivery.

The role combines operational leadership, customer relationship management, sales support, people management, and process development in a dynamic and growing international environment.

What You Will Be Doing

Lead Customer Service Operations

• Plan, organize, monitor, and continuously improve customer support activities and workflows.
• Ensure timely, accurate, and professional handling of customer requests and inquiries.
• Monitor service quality, operational efficiency, and workload distribution across the team.
• Ensure business continuity through effective resource planning and backup arrangements.
• Drive compliance with company policies, procedures, and operational standards.

Deliver Outstanding Customer Experience

• Ensure a consistently high standard of customer service across all customer interactions.
• Coordinate the resolution of customer inquiries, complaints, escalations, and complex service cases.
• Build strong customer relationships and proactively monitor customer satisfaction.
• Support decisions related to special discounts, commercial exceptions, and customer-specific requirements within delegated authority.
• Act as an escalation point for complex cases requiring collaboration across multiple functions.

Lead, Coach and Develop the Team

• Manage and develop the Customer Support team as a first-line manager.
• Participate in recruitment, onboarding, performance management, and talent development activities.
• Set clear objectives, monitor performance, and provide ongoing coaching and feedback.
• Foster a culture of collaboration, accountability, continuous learning, and customer focus.
• Support knowledge sharing and capability development across the organization.

Support Sales, Quotation and Tender Processes

• Support Sales and Quotation teams in preparing commercial offers and tender documentation.
• Coordinate communication between customers, sales teams, technical support, quotation specialists, and field service representatives.
• Oversee administration of tender and auction platforms, including account management and compliance requirements.
• Support commercial discussions and contract preparation in cooperation with Sales Management.
• Ensure proper documentation management and record retention practices.

Drive Continuous Improvement and Digitalization

• Identify opportunities to improve customer support processes and operational efficiency.
• Support automation initiatives and digital tools that enhance service delivery.
• Monitor customer service KPIs and team performance metrics.
• Prepare reports, business insights, and recommendations for management.
• Ensure compliance with company policies, procedures, and business standards.

Strengthen Cross-Functional Collaboration

• Work closely with Sales Managers, Sales Professionals, Field Service, Technical Support, and other internal stakeholders.
• Support the development of scalable customer service processes aligned with regional business growth.
• Build strong partnerships across functions to improve responsiveness and customer satisfaction.
• Contribute to the development of best practices and service excellence standards across the organization.

What You Will Bring Along

You are a customer-focused leader who enjoys building efficient processes, developing people, and creating positive customer experiences. You combine strong organizational skills with a collaborative mindset and are comfortable working in a dynamic environment where priorities may shift and multiple stakeholders must be aligned.

You are able to balance operational execution with continuous improvement initiatives and understand the importance of delivering reliable customer support while contributing to broader business objectives.

To be successful in this role, you will typically bring:

• A Bachelor's degree in Business Administration, Economics, Logistics, Sales Management, or a related field.
• Experience in customer service, sales support, quotation management, sales administration, or operational coordination.
• Previous people leadership experience or demonstrated capability to manage and develop teams.
• Understanding of end-to-end commercial processes, from customer inquiry and quotation through order execution and after-sales support.
• Experience working in a matrix organization and cross-functional environment.
• Strong communication and relationship-building skills.
• Excellent organizational and prioritization abilities.
• Experience working with CRM, ERP, Microsoft Office, and digital business tools.
• Strong analytical and reporting capabilities.
• Experience with tendering processes and tender platforms will be considered an advantage.
• Fluent Polish and good English language skills, both written and spoken.
• Knowledge of industrial, mining, construction, tunneling, or technical business environments will be considered an advantage.

Environmental Health and Safety

We are ethical and compliant, dedicated to health, safety, and sustainability. At Sandvik, safety is at the core of everything we do. We expect all employees to actively contribute to a positive safety culture, comply with company policies and procedures, and act as role models for responsible and sustainable business practices.

In Return for Your Passion and Drive We Will Offer You

• The opportunity to lead a critical customer-facing function in a growing business.
• Exposure to international collaboration across Central and Eastern Europe.
• A chance to influence customer experience, operational excellence, and process development.
• A collaborative and supportive work environment with opportunities for professional growth and leadership development.
• The opportunity to work with a global market leader committed to innovation, customer success, and sustainability.

Diversity, Inclusion & Sustainability

At Sandvik, we believe that diversity of experience, perspective, and background creates a stronger business and a better workplace. Our values of Customer Focus, Innovation, Fair Play, and Passion to Win guide everything we do.

We are committed to conducting our business in a sustainable and responsible manner while providing an inclusive environment where everyone is treated with respect, has equal opportunities, and can perform at their best.

Application

We look forward to receiving your application, including your CV and cover letter in English.

Applicants must be eligible to work in Poland or hold a valid work permit.

Contact Information

For more information about the recruitment process, please contact the recruiter for this position, Paulina Smits. Please note that applications cannot be accepted via email and must be submitted through the Sandvik Careers portal.