{"id":4196081,"url":"https://alion.io/job/sandvik-customer-service-manager","title":"Customer Service Manager","company":{"id":5009,"name":"Sandvik","domain":"home.sandvik","url":"https://alion.io/company/sandvik","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":105,"ghost_share":0.029,"stale_share":0.6,"repost_share":0.105,"time_to_fill_p50_days":18,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Kraków, Poland","Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-12T20:37:50Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T20:37:50Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Customer Service Manager\nLocation: Poland (with collaboration across Central and Eastern Europe)\nPosition Mission: Deliver Excellence. Enable Growth. Create Outstanding Customer Experiences.\nAt 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.\nWe 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.\nAs 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.\nAbout the Role\nAs 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.\nYou 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.\nThe role combines operational leadership, customer relationship management, sales support, people management, and process development in a dynamic and growing international environment.\nWhat You Will Be Doing\nLead Customer Service Operations\nPlan, organize, monitor, and continuously improve customer support activities and workflows.\nEnsure timely, accurate, and professional handling of customer requests and inquiries.\nMonitor service quality, operational efficiency, and workload distribution across the team.\nEnsure business continuity through effective resource planning and backup arrangements.\nDrive compliance with company policies, procedures, and operational standards.\nDeliver Outstanding Customer Experience\nEnsure a consistently high standard of customer service across all customer interactions.\nCoordinate the resolution of customer inquiries, complaints, escalations, and complex service cases.\nBuild strong customer relationships and proactively monitor customer satisfaction.\nSupport decisions related to special discounts, commercial exceptions, and customer-specific requirements within delegated authority.\nAct as an escalation point for complex cases requiring collaboration across multiple functions.\nLead, Coach and Develop the Team\nManage and develop the Customer Support team as a first-line manager.\nParticipate in recruitment, onboarding, performance management, and talent development activities.\nSet clear objectives, monitor performance, and provide ongoing coaching and feedback.\nFoster a culture of collaboration, accountability, continuous learning, and customer focus.\nSupport knowledge sharing and capability development across the organization.\nSupport Sales, Quotation and Tender Processes\nSupport Sales and Quotation teams in preparing commercial offers and tender documentation.\nCoordinate communication between customers, sales teams, technical support, quotation specialists, and field service representatives.\nOversee administration of tender and auction platforms, including account management and compliance requirements.\nSupport commercial discussions and contract preparation in cooperation with Sales Management.\nEnsure proper documentation management and record retention practices.\nDrive Continuous Improvement and Digitalization\nIdentify opportunities to improve customer support processes and operational efficiency.\nSupport automation initiatives and digital tools that enhance service delivery.\nMonitor customer service KPIs and team performance metrics.\nPrepare reports, business insights, and recommendations for management.\nEnsure compliance with company policies, procedures, and business standards.\nStrengthen Cross-Functional Collaboration\nWork closely with Sales Managers, Sales Professionals, Field Service, Technical Support, and other internal stakeholders.\nSupport the development of scalable customer service processes aligned with regional business growth.\nBuild strong partnerships across functions to improve responsiveness and customer satisfaction.\nContribute to the development of best practices and service excellence standards across the organization.\nWhat You Will Bring Along\nYou 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.\nYou 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.\nTo be successful in this role, you will typically bring:\nA Bachelor's degree in Business Administration, Economics, Logistics, Sales Management, or a related field.\nExperience in customer service, sales support, quotation management, sales administration, or operational coordination.\nPrevious people leadership experience or demonstrated capability to manage and develop teams.\nUnderstanding of end-to-end commercial processes, from customer inquiry and quotation through order execution and after-sales support.\nExperience working in a matrix organization and cross-functional environment.\nStrong communication and relationship-building skills.\nExcellent organizational and prioritization abilities.\nExperience working with CRM, ERP, Microsoft Office, and digital business tools.\nStrong analytical and reporting capabilities.\nExperience with tendering processes and tender platforms will be considered an advantage.\nFluent Polish and good English language skills, both written and spoken.\nKnowledge of industrial, mining, construction, tunneling, or technical business environments will be considered an advantage.\nEnvironmental Health and Safety\nWe 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.\nIn Return for Your Passion and Drive We Will Offer You\nThe opportunity to lead a critical customer-facing function in a growing business.\nExposure to international collaboration across Central and Eastern Europe.\nA chance to influence customer experience, operational excellence, and process development.\nA collaborative and supportive work environment with opportunities for professional growth and leadership development.\nThe opportunity to work with a global market leader committed to innovation, customer success, and sustainability.\nDiversity, Inclusion & Sustainability\nAt 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.\nWe 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.\nApplication\nWe look forward to receiving your application, including your CV and cover letter in English.\nApplicants must be eligible to work in Poland or hold a valid work permit.\nContact Information\nFor more information about the recruitment process, please contact the recruiter for this position, Paulina Smits. 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