Zuru3mo ago

Customer Service Representative Manager (Europe)

WarsawFull-Timemid

Customer SupportCustomer Service Representative

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Quick Summary

Key Responsibilities

Maintain accurate customer account records, including contact details and preferences, while regularly auditing data for accuracy and compliance with governance standards.

Requirements Summary

This position requires strong multilingual proficiency for the European market. Fluency in English and Polish is essential. Proficiency in French and German is preferred. Additional skills in Italian,

Technical Tools

Customer SupportCustomer Service Representative

About ZURU

ZURU is on a mission to disrupt industries, challenge the status quo, and catalyze change through radical innovation and advances in automation. This is in play in different pillars of the company: ZURU Toys are re-imagining what it means to play; ZURU Tech is shaping a better future by leading the next building revolution; and ZURU Edge is pioneering new-generation FMCG brands to better serve modern consumers.

Founded in 2003 by EY Entrepreneur of the Year and World Entrepreneur Hall of Fame brothers Nick and Mat Mowbray, ZURU has quickly grown to a team of over 5,000 direct and indirect members across more than 30 international locations.

One of the largest toy companies in the world, our globally recognized and award-winning brands include Bunch O Balloons, Mini Brands, XSHOT, Rainbocorns, and Smashers. Our global FMCG brands include MONDAY Haircare, Millie Moon, RASCALS, BONKERS Pet Treats, DAISE Beauty, and GUMI YUM Surprise and more!

Position Overview

As a Customer Service Representative (CSR) Manager at ZURU you will lead and oversee the customer service team, ensuring alignment with organizational goals and delivering exceptional customer experiences. You will develop and implement strategies to optimize team performance, streamline processes, and enhance customer satisfaction. Additionally, you will act as a key liaison between departments, driving collaboration and continuous improvement.

Position Impact

At ZURU, the CSR Manager plays a critical leadership role in driving sustained customer success, deeply rooted in our core values of collaboration, compounding improvement, and overpreparing to win. This position transcends immediate customer satisfaction by leading a high-performing team to foster deep, strategic partnerships, uphold the highest ethical standards, and address customer concerns with radical candor.

In the short term, the CSR Manager builds unwavering trust and delivers exceptional value, solidifying our commitment to customer excellence.

Looking ahead, this role champions continuous process improvement, elevates customer experiences across all touchpoints, and leads a world-class onboarding program for new team members, exemplifying ZURU's ethos of Shifting the Needle and relentlessly pursuing marginal gains. The CSR Manager embodies good humans only by cultivating a high-performing team that consistently exceeds customer expectations and fosters a culture of collaboration and continuous improvement.

Roles & Responsibilities

Customer Account Management: Maintain accurate customer account records, including contact details and preferences, while regularly auditing data for accuracy and compliance with governance standards.

Order Fulfillment & Supply Chain Oversight: Lead the team in product listing management, order compliance & process training, system integration & automation, inventory replenishment leadership and 3PL coordination. Ensure timely and accurate execution while proactively resolving fulfillment issues to uphold service excellence.

Customer Issue Resolution & Team Collaboration: Act as the primary escalation point for complex customer concerns, ensuring prompt and effective resolution. Collaborate closely with the China CSR team to communicate feedback, align on solutions, and strengthen customer relationships.

Billing & Financial Compliance: Ensure the invoice accuracy and alignment with contractual terms. Partnering with Finance to resolve discrepancies and oversee payment collections.

Service Policy Development: Design, implement, and continuously refine customer service policies to align with organizational goals, industry standards, and evolving customer expectations.

Cross-Functional Collaboration: Work closely with Sales, China CSR, System Support, and 3PL providers to streamline workflows, improve product availability, and enhance overall customer satisfaction across touchpoints.

Operational Excellence & Process Improvement: Identify operational issues and inefficiencies and lead initiatives in automation, system optimization, and workflow improvements to support scalable growth.

Talent Acquisition & Culture: Recruit and onboard top talent, fostering a customer-centric, inclusive, and high-performing team culture that encourages collaboration and innovation.

Training & Onboarding: Develop and deliver comprehensive onboarding and ongoing training programs to ensure team readiness and effectiveness.

Performance Management: Monitor and analyze key customer service metrics (e.g., response time, CSAT, NPS) to identify trends, generate insights, and drive service improvements.

Coaching & Mentorship: Coach and develop team members through regular feedback, performance reviews, and individualized growth plans to enhance performance and career progression.

Bachelor’s degree in business or related field.

5+ years of experience, including 2+ years in management.

Exceptional leadership and data-driven decision-making abilities.

Ability to effectively onboard and train new team members.

Language Requirements: This position requires strong multilingual proficiency for the European market. Fluency in English and Polish is essential. Proficiency in French and German is preferred. Additional skills in Italian, Spanish, Portuguese, or a Scandinavian language are a plus for the role.