Engagement Centre Customer Assistant Manager - B2B with German

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: Non-management

FUNCTION: Marketing/Finance

LOCATION: Warsaw, Poland

TYPE OF CONTRACT: Permanent

BENEFITS

• Private Medical Subscription and Life Insurance
• Fitness, Wellness and Mental Health benefits
• Learning & Development programs
• Hybrid work

ROLE POSITIONING AND OBJECTIVES

The Engagement Centre is fully dedicated providing world class customer service to our consumers and distributors. We provide multi-channel support and have the best team of people ready to assist them.

Your primary role is to be responsible for leading and supporting the team that would liaise with BAT customers to ensure all requests, queries and orders are registered and processed accordingly. The team will be directly in contact with customer and working arm-in-arm with finance teams after orders processing. .You will help your team to ensure smooth order taking, problem resolution as well as helping to optimise the processes, and patterns yielding in high customer satisfaction. You will monitor consolidated orders and stock report amongst many and ensure team proactively mitigates potential Out of Stock occurrences (OOS).

Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.

We’re waiting for you to apply so you can discover how you can be part of a team that thrives on meaningful engagement and customer satisfaction.

Seize the opportunity to shape the future of customer interactions with BAT's Engagement Centre!

WHAT YOU WILL BE ACCOUNTABLE FOR

• Planning and Staffing Excellence: Be a key support for the B2B Customer team. You will be responsible for planning and staffing to meet KPIs and maximise value for our customers. Your role involves anticipating business requirements and developing effective action plans as part of a continuous improvement process.
• Training Coordination: You play a vital role in ensuring that all trainings are up-to-date and delivered in an effective and world-class manner. This includes upholding training quality and relevance by identifying new needs and obtaining continuous feedback against operational effectiveness metrics.
• Timely Reporting and Business Contingency: As the Staff Coordinator, you are responsible for providing the management team with all necessary reports in a timely manner. Additionally, you ensure the Business Contingency Process is always updated.
• Data analysis regarding customer patterns and sales preferences to ensure value delivery for B2B operations.

EXPERIENCE, SKILLS, KNOWLEDGE

• Proficiency in German and an advanced level in English.
• Demonstrated experience within Business to business front line operations  (Engagement Centre, ServiceDesk) and best practices of order management 
• Understandingof order to cash process, customer solutions technologies, infrastructure setting and migration of existing service.
• Demonstrated track of leading and coaching high performing operations team.
• Proven track of managing escalation and building up sustainable relationships with Stakeholders.

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets.
• Brands sold in over 200 markets, made in 44 factories in 42 countries.
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations.
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner.
• Seal Award winner – one of 50 most sustainable companies.

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!