Customer Service Manager CEE/Russia

Spin Master International SARL

Place of work
Contract type
Start date
Basic wage component (gross) and other rewards
od 2.300 EUR v zavislosti od skusenosti

Information about the position

Job description, responsibilities and duties

Reporting to the Senior Manager Customer Service.
The Customer Service Manager is responsible for leading and supporting the team of Customer Service Administrators ensuring on time order processing and shipping of all order pertaining to assigned accounts or markets and according to their priorities.

• Manage a team of customer service administrators handling a range of service for customers and for various types of business (DOM)
• Manage team resources according to current needs and workload with focus on leveraging available resources.
• Customer Service areas include order fulfillment, customer service, relationship management, problem resolution, KPI metric review
• Managing order issues such as pricing, shipment, freight, units, proof of delivery (non-exhaustive list) and claims.
• Identify discrepancies between forecasted orders, stock and actual orders, setting up priorities based on business needs.
• Determining stock availability and allocation of inventory
• Analyze issue root causes and propose solutions.
• Document internal procedures and customers procedures
• Set up regular business meeting to review and discuss KPI such as revenue achievement, stock allocation, on-time delivery, sales order reconciliation, program/promotional events, price variance review
• Identify, mitigate, and communicate customer’s program risks and issues
• Driving continuous improvement project to streamline processes internally and with customer.
• Ensuring order fulfilment is being executed cost efficient way and in line with budgeted spends.
• Support company strategies for growth or expansion into new regions/markets.
• Maintain and expand relationships with existing customer to drive business growth
• Collaborate effectively with other departments to resolve problem/hurdle for the customer
• Conduct customer service training and coach staff.

Requirements for the employee

Candidates with education suit the position

Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Advanced (C1)

Other knowledge

Microsoft Outlook - advanced
Microsoft Excel - advanced
Microsoft Word - advanced

Number of years of experience


Personality requirements and skills

• University degree preferred
• 3 years of Logistics and/or CSA with management work experience.
• Has worked on a business with across Europe, demonstrates an understanding of differences between countries and cultures.
• Good leadership skills to carry team members.
• Communication skills relating with both team members and customers.
• Good interpersonal skills to keep harmonious relationship with team members.
• Ability to multitask.
• Have good temperate to handle emergencies.
• Intermediate level computer skills including Excel, Email, Word, SAP.
• Fluent English, other CEE or Russian language as additional benefit
• Excellent attention to detail and strong follow up skills.
• Demonstrate willingness for change and improvement.
• Positive attitude towards customers and colleagues.


Brief description of the company

Spin Master (TSX:TOY; is a leading global children's entertainment company that creates, designs, manufactures, licenses and markets a diversified portfolio of innovative toys, games, products and entertainment properties. Spin Master is best known for award-winning brands including Zoomer™, Bakugan™, Meccano™, and 2017 Toys of the Year, Hatchimals™, Air Hogs™ and PAW Patrol™. Since 2005, Spin Master has received 82 TIA Toy of The Year (TOTY) nominations with 21 wins across a variety of product categories, including 13 TOTY nominations for Innovative Toy of the Year, more than any of its competitors. To date, Spin Master has produced six television series, including 2007 success Bakugan Battle Brawlers and current hit PAW Patrol, which is broadcast in over 160 countries and territories globally. Spin Master employs over 1,000 people globally with offices in Canada, United States, Mexico, France, Italy, United Kingdom, Slovakia, Poland, Germany, Sweden, the Netherlands, China, Hong Kong, Japan, and Australia.

Number of employees

500-999 employees

Company address

Spin Master International S.a.r.l., organizačná zložka
Karadžičova 14/7609
821 08 Bratislava
ID: 3413749   Dátum zverejnenia: 7.6.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   od 2.300 EUR v zavislosti od skusenosti