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Full time
Hybrid
Budapest, Hungary
Warsaw, Poland; Praha, Czech Republic; Athens, Greece
Customer Facing & Order Management Team Leader HU/SEE
Would you like to lead a regional team and shape a new way of working? Are you ready to create clarity, strengthen collaboration, and deliver excellent customer experiences? Join Essity and help us excel together.
About the Role
As our Customer Facing & Order Management Team Leader HU/SEE, you will lead a geographically distributed Customer Facing and Order Management team supporting customers across multiple European markets.
You will play an important role in developing a connected, engaged, and high-performing regional team. By providing clear direction and supportive leadership, you will help employees navigate changing processes while maintaining operational continuity and excellent customer service.
Working closely with Sales, Marketing, Finance, Master Data, Warehousing, Transportation, and other business partners, you will help strengthen end-to-end Order-to-Cash processes, clarify responsibilities, and resolve operational challenges.
The role includes approximately six to seven direct reports and occasional international travel, particularly during onboarding and team-building activities.
We’re looking for people who embody our values, aren’t afraid to challenge, innovate, experiment, and move at a fast pace. We’re always looking for ways to improve our products and ourselves. If this is you, we’d love to talk.
What You Will Do
- Supervise and manage Customer Facing team and their interaction with customers as well as Sales & Marketing stakeholders.
- Define the priorities and targets for the Customer Facing and Order Management team.
- Balance the workload of the team according to the daily C4 case volumes and priorities.
- Understand and lead End to End Order to Cash processes through cross-functional relationships.
- Manage the proactive resolution of urgent topics enabled by 360° visibility of the customers.
- Point of escalation for customer facing responsible team.
- Daily collaboration with Solution Specialist Supervisor to ensure the right completion due dates and SLA adherence, to deliver an excellent customer experience.
- Keep close relationship with sales managers to jointly manage customer interactions.
- Service Strategy: review and approve daily value-added service requests for customers where request is outside of their segment catalogue.
- Reporting Controls and Continuous improvement: Review dashboards and KPIs, identify improvement areas, analyzes deviations to KPIs, define priorities based on customer classification and define action plans to improve KPIs.
Who You Are
- You have relevant professional experience in customer service, order management, customer operations, or an Order-to-Cash environment.
- You bring previous formal people-leadership experience, ideally gained within a regional, multinational, or geographically distributed team, and can support employees through change and uncertainty.
- You understand customer-facing and order-management processes and have working knowledge of SAP, customer relationship or case-management systems, EDI, and Microsoft Office. Experience with reporting or business-intelligence tools would be an advantage.
- You are an inclusive and supportive leader who communicates clearly, listens actively, and builds trust. You can set priorities, solve problems, manage stakeholders, and influence colleagues across a matrix organisation without relying on formal authority.
- You are fluent in professional English. Knowledge of Hungarian, Polish, Greek, Czech would be an advantage.
What We Can Offer You
Our purpose, Breaking Barriers to Well-being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere.
Innovate for Good | Excel Together | Be You with Us
More About the Location
This position can be based in Hungary, Poland, Greece, or Czechia.
You will work with colleagues and stakeholders across different European markets. Occasional international travel may be required to meet team members, develop strong working relationships, and support regional collaboration.
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