Customer Service Team Lead

Karo Healthcare, a dynamic and growing personal-care retail company, is all about making smart choices for everyday healthcare. With a wide-ranging portfolio across seven categories including medical products, we own and sell over 80 brands in about 90 countries. Our portfolio includes such brands as E45, Pevaryl, Lamisil, Nutravita, Decubal and many others. Our core belief in empowering people to make intelligent health decisions drives our growth strategy, blending organic expansion and M&A.

You’ll be joining Karo Healthcare at a pivotal moment as we take our first steps in Poland and launch a brand-new hub in Warsaw, backed by a strong global foundation.

What’s in it for you?

• A key leadership role where you build and shape a local Customer Service function from the ground up
• High visibility and close collaboration with global teams in a fast-growing international company
• The opportunity to make a real impact on customer experience, processes, and ways of working

What you’ll be doing

• Establish and lead the local Customer Service organization in Poland, including team leadership, recruitment support, and local implementation of the global Customer Service strategy
• Ensure smooth day-to-day customer service operations with a strong focus on quality, responsiveness, and reliability
• Be hands-on with order management when needed, leading by example in a fast-paced environment
• Act as a key interface between Customer Service and Commercial, Supply & Demand Planning, Finance, Quality Assurance, and other stakeholders
• Manage daily operational collaboration with our 3PL partner, monitor KPIs against SLAs, and drive escalations within Logistics when required
• Continuously improve processes, workflows, and service standards to drive operational excellence
• Participate in and lead system-related upgrades and development initiatives (ERP/CRM)
• Drive strategic initiatives to enhance customer experience and increase satisfaction
• Represent the voice of the customer internally, contributing insights to support business decisions
• Ensure compliance with pricing, contracts, product availability, and local regulatory requirements
• Validate and support accurate product master data in ERP systems and local databases

Requirements

• Proven experience building, leading, and developing Customer Service teams

• Solid understanding of B2B customer service environments, ideally within FMCG, healthcare, or pharma
• Strong cross-functional collaboration skills, particularly with Sales/Commercial, Supply & Demand Planning, Finance, and Quality Assurance
• A hands-on, structured, and proactive approach with a strong problem-solving mindset
• Comfortable working independently in a dynamic, high-growth, and changing environment
• Data-driven mindset with experience working in ERP and CRM systems (e.g. IFS, SAP, Emigo)
• Fluent in Polish and English, both written and spoken
• Strong leadership and change management capabilities

Benefits

• Opportunity to create, grow, and encourage

• Apart from a competitive salary pack, there are lots of growth opportunities to meet your personal ambitions
• Flexible schedule and life work balance
• Responsibility for exciting and challenging projects that have a direct, visible impact on our customers and the industry
• Very positive work environment in a young, international, and motivated team
• Start-up spirit while being a part of the large international organization with strong values

Karo Healthcare has a Diverse & Inclusive environment. We are looking for qualified candidates irrespective of gender, gender identity, sexual orientation, ethnicity, race, religion, national origin, disability or age.