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Customer Service Team Leader with Italian and English

POSITION SNAPSHOT

JobReq ID:  54882
Type of work:  Hybrid
Type of contract:  Open-ended/permanent
Full/Part Time:  Full time
Location: 

Poznań, PL

ABOUT US

Bridgestone Americas, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a “Bridgestone West” strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad range of customers and industries.

ABOUT THE ROLE

Job Purpose

We are looking for a Customer Service Team Leader to lead our customer service operations and drive excellence in the order-to-cash process. Reporting to senior regional leadership, this role is responsible for ensuring high-quality service delivery, managing a team of Customer Service Representatives, and acting as a key point of contact for internal and external stakeholders. The role includes regional coordination, process ownership, and cross-functional collaboration.

Responsibilities:

  • Lead and develop a team of Customer Service Representatives
  • Ensure compliance with Order Management policies and service standards
  • Act as second point of contact for escalated customer queries and complaints
  • Monitor KPIs and SLAs, implement corrective actions where needed
  • Represent Customer Service in regional and central project meetings
  • Collaborate with CoE and IT on process improvements and digital initiatives
  • Maintain and update process documentation (SOPs, playbooks)
  • Attend customer visits and support sales-related initiatives
  • Drive cross-functional collaboration with Sales, Finance, LSCM, and Marketing
  • Support onboarding, training, and knowledge-sharing within the team

Qualifications & Experience Required

Education, Master, other certification:

  • University degree in Business, Management, or related field

Experience:

  • Minimum 3–5 years in a similar customer service leadership role

Technical Skills:

  • Proficiency in CRM tools (e.g., Freshdesk, Salesforce, ERP)
  • Strong Excel and Power BI skills
  • Understanding of data-driven decision-making and process interconnectivity

Languages Skills:

  • Italian C1
  • English C1

Soft/Behavioral Skills:

  • Strong people leadership and coaching mindset
  • Excellent communication and stakeholder management skills
  • Customer focus and collaborative mindset
  • Ability to manage complexity and drive continuous improvement
  • High accountability and attention to detail

WHAT WE OFFER

At Bridgestone, what really matter is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive payment; we will provide you:

  • A supportive and engaging onboarding experience to ensure a smooth transition into our team.
  • The opportunity to develop and grow, through training and regular mentorship.
  • Corporate Social Responsibility activities.
  • A truly global, dynamic and challenging work environment.
  • Agility and work/life effectiveness and your long-term well-being.
  • A diverse and inclusive team.

We are committed to create an even more inclusive culture that advances equity, embraces individuality, and helps our increasingly diverse teammates, customers, and communities thrive, by providing equal opportunities in employment. This means that all job applicants and members of staff will receive equal treatment and that we will not discriminate on grounds of gender, marital status, race, ethnicity, color, nationality, national origin, disability, sexual orientation, religion or age.

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