Customer Service Process Lead

Entity:  Daikin Europe Business Support
Job Category:  Customer Care and Technical Service

Warsaw, PL

Job Requisition ID:  704

Daikin Europe NV (DENV) is a subsidiary of Daikin Industries Limited, a Japanese multinational and worldwide the biggest producer and supplier of HVAC-R (heating, ventilation, air conditioning and refrigeration) solutions, including heating pumps and cooling technology.
DENV is Daikin’s sales, development, and production headquarters for Europe, the Middle-East and Africa  comprising headquarter offices in Brussels and Oostende, 8 production plants, 24 sales subsidiaries and offices and a whole network of independent distributors and dealers across the EMEA region.
Daikin Europe Business Support (DEBS) is a branch of DENV located in Warsaw. As a competency center we aim at being one of the driving forces behind the processes transformation: optimization, standardization and automation in the areas of supply, service, master data, controlling, financial reporting and HR.



Job description
As a Customer Service Officer you will take an active role in solving issues with Spare parts orders for the whole EMAE region. You will be part of the Team solving the issues raised by the customers. You will need to be able to consult different systems, including SAP to find a customer friendly solution for our customers. Sometimes finding the solution will require contacting other teams (triggering actions to secure availability). Communication will be streamlined via the ticketing system (written communication) or online meetings (verbal communication). 


In this role you will:

  • Look for improvement in all processes within the team (not only those you own individually); propose the change by aligning it with involved parties and lead the change incl.
  • Drive the optimalisation of reporting towards the efficiency
  • Take proactive actions to improve parts availability
  • Lead the KPI analysis and OSO results by affiliates (outstanding sales orders); monitor if all analyses done by the rest of the team are followed on time; collect the analyse output, escalate issues if needed, evaluate the issues and recommend solutions
  • Communicate regularly with affiliates on performance and what actions should be done to improve results and fulfil customer order
  • Take proactive actions to improve team KPIs
  • Prepare the reports with full ownership for data quality and timing
  • Make changes in OSO Access data/BW based on business needs (verify what query should be changed, propose the change, aligned with business partners and adjust the tools)
  • Manage team processes (daily operations split, backup maintenance) and set the priorities to ensure that the targets are achieved by you and the team
  • Organise and host the meetings to discover possible bottle necks in the ongoing processes and look for solutions together with the team 



  • The ideal candidate for this function has a Bachelor or Master degree, preferably in the area of business administration, business or logistic. 
  • You will need to be able to easily combine information from different systems to come to a solution. In this way you can build a relation based on the reliability and trust with the customers.
  • Critical mindset with ability to challenge procedures and suggest improvements
  • Good written and verbal English skills are required (B2)
  • Strong analytical skills and ability to detect and solve problems quickly and independently
  • Efficient in administration and organising your own as the team job
  • SAP basics & Power BI reports development would be an asset
  • Very good knowledge of MS Excel with ability to create and maintain reporting


What we offer

  • Professional development in a fast-growing branch of an international manufacturing and trading company
  • Annual performance bonus based on performance appraisal
  • Christmas bonus
  • Health insurance (your contribution is only 1 PLN/month)
  • Group Life and Disability Insurance (your contribution is only 1 PLN/month)
  • Sports and culture card with Kafeteria system (your contribution is only 13 PLN/ month)
  • Business travel insurance (occasional trips to Belgium will be required)
  • Team and integration budget
  • Flexible start time, between 7:30 and 10:00 am
  • Discount on Daikin products (50-55%)
  • Access to internal training platform + training offered by LinkedIn
  • English language classes




Daikin Europe is a subsidiary of Daikin Industries Ltd. and the leading provider of heating, cooling, ventilation, air purification, and refrigeration technology. The company designs, manufactures and brings to market a broad portfolio of equipment, as well as tailor-made solutions for residential, commercial, and industrial purposes in Europe, Middle East, and Africa (EMEA). To date, Daikin EMEA has over 12 000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria, and the UK. Our aim is to drive sustainable and effective solutions, sparking a good climate for the generations to come. And all this can only be achieved because of our People. 

We believe our employees are the beating heart of our company and that top-quality solutions are delivered by talented individuals in a good working environment. As a result, we live in a unique environment based on our people-centered approach, where we value each person's uniqueness and where we truly believe in people's unlimited potential.

We believe: Good climate starts with people.