Justyna Szmyd

Infotree is a leading professional services organisation serving several mid to large size organisations including numerous Fortune 500 companies. Infotree provides services in IT, Automotive, Engineering, Life Sciences, Healthcare and Financial Services Industry. Infotree is expanding and helping clients across Sweden, Denmark, Germany, USA, Canada, Mexico, UK, Ireland, Poland, Cyprus, Singapore, Colombia, Costa Rica and India.

• Co-ordination of all activities related to realization of pack deliveries, such as : order entry, stock management, confirmations of date of shipments , changing and cancellations of orders , controlling delivery status • Supporting key account managers in daily business as well as in customer-specific analyses • Coordination of new pack development for existing and new customers • Managing contracts and price quotations • Planning business forecast using internal data and customer feedback

• Responsible for migration of Customer Satisfaction project from onshore to offshore business • Being responsible for making outbound calls and ask the customers about their satisfaction in Sales & Service Area • Work with management to resolve escalated issues and notification of potential risks to avoid future escalations • Identification of opportunities for process improvements that can positively impact the customer’s experience

-Responsible for management, organization and co-ordination of the day to day work of 12 people to achieve service level agreements and KPI's -Ensure that customer service officers achieve the required performance targets and standards in accordance with the business plan -Monitor and report progress and performance -Act as an escalation point for customer and stakeholder complaints -Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery

• Responsible for training and people development in CSO for Global Commercial DACH • Update and maintain training materials in accordance with global standards • Delievering support for CSO processes • Establishing of procedures and processes in alignment with business performance needs • Work with team managers to prioritise improvement initiatives and the implementation of the Continous Improvement culture

• being the first point of contact for customers- resolving customer requests received via all mediums according to agreed service levels and service standards • co-ordination of all activities related to realization of lubricants deliveries, such as :order entry in GSAP, product reservation, confirmations of date of shipments ,changing and cancellations of orders , controlling delivery status • troubleshooter for customers, schedulers and logistic, coordination of communication between customer and company