Customer Service Team Leader

This recruitment is carried out anonymously 

Metsä Board, Europe’s leading producer of premium fresh-fibre based paperboards and innovative and sustainable packaging solutions, is looking for a 

Customer Service Team Leader to CS Emerging Markets 

for permanent position to join our Customer Service Emerging Team in Metsä Board’s European Supply Chain Centre (SCC) in Gdańsk. 

Your key responsibilities will include:

• ensuring the Team delivers high-quality performance, professionalism, customer focus, and compliance with relevant business guidelines and annual planning cycles;
• participating in all Metsä Group HR processes, including employee recognition, compensation reviews, and performance and development discussions (PDA);
• acting as a key point of contact between Customer Service and other functions, including Sales, Logistics, Production, and Finance, and fostering effective communication with internal and external stakeholders;
• preparing and presenting Team and market updates during Supply Chain meetings;
• monitoring resource allocation, balancing Team members’ workloads, and supporting recruitment activities when additional resources are required;
• coaching and developing Team members, supporting onboarding activities, and ensuring onboarding materials remain up to date;
• identifying opportunities for operational improvements and proposing enhancement initiatives to Customer Service Management;
• contributing to the efficiency, optimization, and automation of customer service processes;
• preparing ad hoc reports and analyses in response to customer or management needs;
• participating in project work as required;
• acting as the first point of contact for operational escalations; and
• performing order management activities, from order entry to order fulfillment, for selected customer accounts and providing backup support for designated accounts when needed.

Location: This position is based in Gdańsk (Poland). We operate in a hybrid working model, which includes the flexibility of remote work combined with the expectation to be present in the office at least three days per week.

What are we looking for? 

• Supply Chain/Customer Service experience on a senior position in a multicultural environment with some leadership experience  

• Fluency (written and spoken) in Business English 

• Very good analytical and reporting skills 

• Demonstrate system knowledge such as SAP, CRM, BW, MS Office 

• Highly effective team management skills 

• Exceptional interpersonal skills 

• Verbal and written vert good communication skills  

• Service and solution minded with problem solving skills 

• Ability to set up priorities, organisational and decision-making skills 

• Strong project and change management skills 

• Team player skilful in motivating others 

Career in the new era at Metsä Group

An international growth business – build a successful career in renewable products. The forest industry is a prime example of the bioeconomy and circular economy, and shows the way to the future. Megatrends such as urbanisation and rising living standards are driving Metsä Group’s business and the shift to renewable fossil free raw materials and products. With us, you’ll have a front seat view of the market – developing the business with a long-term perspective with our international partners and customers. 

Metsä Group has a responsible corporate culture that creates a safe working environment for all of us. We value good leadership and support for personal career development. We encourage you to display your competence and will provide you with opportunities to use it.

We offer our employees a wide range of fringe benefits, including comprehensive occupational health care, and extensive training and development opportunities. To support wellbeing at work, we encourage our employees to take advantage of culture and bicycle benefits.

What is offered by the company 

• Work in an international environment in an centrally located office in Gdańsk 

• Growing in the role with intensive on-boarding and training 

• Stable job and cooperation with a friendly and high qualified team 

• We will make sure that you have training that will ensure your proper development 

• Lunch card, Multisport card, health care and life insurance

• Hybrid work (after training period – 2 days per week working from home allowed) 

• Attractive location of the office: 4 minutes to SKM, trams and buses. 

Anonymous recruitment - how it works​ 

This recruitment is carried out anonymously. Therefore, the following information will be hidden from the recruiters until the interview stage: name, date of birth, contact details, gender, mother tongue, dates of education and name of the educational institution. Attachments (CVs) are also hidden. HR recruiters have access to the applicants' contact details at the stage when they start inviting applicants for interviews.​ 

Our recruiting system will guide you through the application process. You will be asked for personal data, but all the above mentioned information is hidden from the recruiters until the interview stage.​ 

The application form includes questions to help you to present your skills and experience anonymously. Please reply to all questions to make your competences and skills visible. You can attach a CV to your application, but it is hidden at the initial stage of the recruitment process. If you are invited for an interview, recruiters will have access to your CV to support the interview.​ 

Read more about our anonymous recruitment at https://www.metsagroup.com/careers/work-with-us/anonymous-recruitment/ ​ 

Apply for the job! 

If you feel this could be the right opportunity for you, please submit your application using the link "Apply". If you have not yet filled your Career profile in Workday, click Go to your profile and fill in Job History and Education information in Career tab. Also add job descriptions in job history. Then return to Apply for the open position. Please note that attachments are not visible in anonymous recruitment, so it is important to complete your career profile in Workday. Please submit your application as soon as possible, as we will start processing the applications already during the application period. Include your CV and salary request. ​The personal data of internal applicants is also hidden, as explained above.​ The search is open until 06.09.2026. Good luck!