Consumer Services Supervisor - Parker, Sharpie

Job ID: 16226 

Position title: Consumer Services Supervisor  - Parker, Sharpie

Location: Poznań, Poland 

Reports to: Manager, Consumer Services 

Contract type: Permanent 

Your Role in a Nutshell 

As a Consumer Services Supervisor you will lead a team of Consumer Services Representatives, ensuring the delivery of an exceptional omnichannel consumer experience while driving operational excellence, employee development, and continuous improvement.

The Consumer Services Supervisor is responsible for building a high-performing team through coaching, performance management, and capability development. Beyond day-to-day operations, the Supervisor partners across the business to identify consumer pain points, improve processes, and accelerate AI-enabled service automation. The Supervisor ensures consumer feedback is translated into meaningful business actions that improve both the consumer experience and operational efficiency.

Your Key Responsibilities:  

1. TEAM LEADERSHIP & PERFORMANCE

• Lead, coach and develop a team of Consumer Services Representatives.
• Monitor team productivity, quality, SLA achievement, adherence and consumer satisfaction.

2. CONSUMER EXPERIENCE EXCELLENCE

• Ensure consumers receive timely, accurate and empathetic support across all channels.
• Act as the escalation point for complex consumer issues.

3. AI & AUTOMATION

• Drive adoption of AI-enabled consumer support tools across the team.
• Identify automation opportunities based on recurring consumer contacts and agent feedback.

4. BUSINESS PARTNERSHIP & CONTINUOUS IMPROVEMENT

• Partner with Brand, Quality, Supply Chain, CRM, eCommerce and Digital teams to reduce recurring consumer pain points.
• Recommend improvements that reduce contacts and improve consumer satisfaction.

5. OPERATIONAL EXCELLENCE

• Monitor operational KPIs and drive continuous improvement. 
• Analyze trends affecting service performance.

What You’ll Need 

Minimum:   

• 3+ years leading Consumer Services teams

• C1-level English 

• Experience leading omnichannel operations

• Experience working with CRM platforms (Salesforce preferred)

• Comfortable using AI-enabled tools including Microsoft Copilot, ChatGPT, Claude

Your advantage:  

• Experience coaching high-performing teams

• Strong analytical and continuous improvement mindset 

• Strong communication skills

• Experience partnering across multiple business functions  

• Fluency in another European language 

What You Gain
Newell Brands has a strong footprint in the EMEA region, with several thousand employees spread over many corporate offices and manufacturing facilities. You might recognise some of our iconic brands, like Parker, Sistema, Spontex, Crockpot, NUK, Coleman, and Yankee Candle, to name a few.

Join us and benefit from:

• Full-time employment contract
• Hybrid working system (1 day in the office per week after initial onsite training).
• Unlimited access to LinkedIn Learning – 17,000+ courses for your professional and personal development
• Private healthcare
• Pension plan (PPE) with company contribution of 3,5%
• Fully sponsored life insurance
• Working hours – Monday to Friday, 8h between 9:00 am and 11:00 pm
• Discounts on some of our products from brands Parker, DYMO, Sharpie, Contigo, and others
• Partly financed Multisport Card or cinema tickets
• Bravo – our global recognition programme where teammates can recognise each other and exceptional work is rewarded
• Give@Newell – paid time-off for charity activities dedicated for local communities right where you live/work.
• Employee Referral Program – an opportunity to get a bonus
• Expectant Parents Gift
• Modern, air-conditioned office in the city center (next to Stary Browar) with well-equipped kitchen and underground bike parking
• Friendly atmosphere & multicultural environment (30+ nationalities in our Poznan office!)
• Corporate Citizenship Philosophies – environmentally sustainable and socially sensitive business practices
• Core Values: Integrity, Teamwork, Passion for Winning, Ownership, Leadership
   

Are you interested?

If so, please click on “Apply Now” on this site and upload your CV in English.

If your application is shortlisted, our recruiter will invite you for an initial phone or MS Teams interview.