Tomasz C.

Experience

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  Orange

  Jul 2005 - Jul 2006

  Customer Service Specialist

  · Responsible for active services selling · Participating in special projects· Telephone surveys and orders review

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  Sitel

  Sept 2009 - May 2011

  Customer Service Professional

  · Responsible for supporting German users of “eBay” platform

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  Ecoplus. The Business Agency of Lower Austria

  Jun 2010 - Sept 2010

  Office Assistant

  · Supporting relationship between Polish and Austrian companies· Database search and looking for potential contacts · Database creation· Reports and translations

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  Stanley Black & Decker, Inc.

  Jun 2011 - May 2013

  Customer Service Agent

  ·Working with SAP Software (Sales Order Management) for Germany, Austria, Switzerland,United Kingdom· Offers processing and preparation for customers· Order processing, delivery creation and monitoring· Warranty processing and returns handling· Taking care about the pricing and system adjustments· Checking and changing customer data· Reports preparation

• 

  Medtronic

  Jun 2013 - Oct 2019

  • leading a growing team - currently 14 people - with main responsibility for cycle count reconciliation for European countries: Germany, United Kingdom, Ireland, Sweden, Norway, Denmark, Finland, Belgium, Austria, Switzerland, France, Poland, Czech;• ensuring the clinical orders for pre- and post-market studies for Europe are properly entered;• daily workload monitoring for incoming volumes and resource planning in order to ensure timely processing in accordance with agreed SLA's;• working on process optimization across Europe;• looking for process improvement opportunities;• using Lean Six Sigma methodology for problem solving;• being active SAP super user supporting employees in daily operations• SAP ad-hoc troubleshooting• developing and validating Work Instructions• taking part in internal projects (CRM, process standardization, cross country support)• people recruitment Show less • Responsible for delivering SAP Training for new hires: providing training, monitoring of eLearning’s, requesting SAP access/ account changes • SAP Super User (within the company) dedicated for solving of daily issues • Responsible for supporting new transitions • Responsible for Order Entry: creation in SAP, price & availability, billing, archiving incl. sample & demo orders • Responsible for Cycle Count processing: booking updates, analysis, follow-up list creation, variances resolutions • Responsible for all incoming e-mails to dedicated mailboxes covering BO processes • Responsible for monitoring the activity through a regular check: open order book/allocation file/ daily reports • Responsible for capturing and documenting in CRM tool any identified customer specificities • Responsible for logging a dispute when applicable, monitoring resolution and resolving the issue as possible • Responsible for issue resolution and reactive communication towards the customer, including coordination of the issues especially with FO teams • Responsible for standard returns management • Responsible for standard Service & Repair management • Serve as a key contact to clean-up SAP data/transaction (work close with FO) • Ensure Front office can work effectively and with the right quality by providing the right feedback (communication) and support Show less • Order Entry: creation in SAP, price & availability, billing, sample & demo orders, incl. archiving • Cycle Count processing : booking updates, analysis, follow-up list creation, variances resolutions • responsible for all incoming e-mails to dedicated mailboxes covering BO processes (expl. MMXII) • monitoring the activity through a regular check : open order book/allocation file/ daily reports • capturing and documenting in CRM tool any identified customer specificities • logging a dispute when applicable, monitoring resolution (through FSCM) and resolving the issue as possible • issue resolution and reactive communication towards the customer, including coordination of the issues especially with FO teams • standard returns management • standard Service & Repair management • Serve as a key contact to clean-up SAP data/transaction (work close with FO) • Ensure Front office can work effectively and with the right quality by providing the right feedback (communication) and support Show less

  • Customer Care Operations Manager

    Nov 2015 - Oct 2019

  • Customer Service Supervisor

    May 2014 - Oct 2015

  • Sr Customer Service Representative

    Jan 2014 - Apr 2014

  • Customer Service Representative

    Jun 2013 - Dec 2013
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  Alcon

  Nov 2019 - Aug 2022

  Customer Operations Service Center Manager

  • Member of GBS Leadership Team contributing to strategic plan development for the Warsaw site • Developing tactical direction for Warsaw Customer Operations Service Center for EMEA scope• Contributing to organizational build up, priority setting, budget planning and maintenance• Performing resource planning and allocation responding to current and future demand• Leading a team of experts delivering second line support for EMEA within Supply Chain, Order to Invoice, Master Data streams• Providing Business Intelligence and analytics support for all EMEA markets• Supporting continuous improvement culture leading to fostering customer experience• Ensuring continuous relationship with Affiliates, Business Teams and Regional Leadership• Supporting plans to transform Customer Operations into intelligent service centers by setting EMEA wide process standards Show less

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  The Estée Lauder Companies Inc.

  Sept 2022 - now

  Regional Center of Excellence O2C Lead EMEA

  • Acting as Regional Process Owner and Subject Matter Expert for Order-2-Cash processes• Driving value delivery through process harmonization and standardization across EMEA Affiliates• Participating and leading key business transformation programs leading to increase consumer satisfaction as well as internal efficiency • Installing and maintaining governance in partnership with global business owners such as Global CoE, IT, Data Analytics and Commercial Partners for alignment and driving adoption • KPI target setting and joint performance metrics monitoring • Value realization to support corporate and regional strategy within Supply Chain area to continuously respond to consumer needs and requirements Show less