Customer Care for KAM customers

Company Description

We are TIMOCOM – an IT company in the FreightTech sector. As experts in information technology and data analytics, we help our customers achieve their logistics goals by offering intelligent, secure, and simple solutions. Our Marketplace connects more than 55,000 verified companies, which post up to 1,000,000 international freight and vehicle offers every day.

Job Description

#ChallengesNeedHeroes!

Working in Customer Service, you will provide daily support to our clients. That’s why we are looking for someone who can’t imagine a workday without interacting with people and who values strong relationships, both with customers and within the team. Your tasks include:

Customer Care (main area):

• Handling customer inquiries and requests in a timely and solution-oriented manner
• Providing individualized customer service in line with company standards
• Maintaining high availability and responsiveness towards customers
• Managing complaints and customer feedback in a professional manner
• Supporting customers in ongoing operational and administrative matters
• Cooperating with other departments to resolve customer issues
• Updating and maintaining customer data in systems
• Supporting customers facing language barriers

KAM support (supporting area):

• Supporting Key Account customers in daily operational matters
• Supporting onboarding of KAM customers (process and operational aspects)
• Coordinating activities between the customer and internal teams
• Preparing basic reports and summaries for KAM customers
• Participating in customer meetings when required

Additional tasks:

• Performing ongoing administrative tasks related to customer service
• Identifying and reporting process improvement opportunities
• Participating in team activities (e.g. telephone campaigns)
• Carrying out ad hoc tasks in line with business needs

Qualifications

We are looking for you if you meet the following criteria:

Experience and skills:

• Minimum 1–2 years of experience in customer service (B2B is a plus)
• Experience in handling demanding customers (complaints, difficult situations)
• Basic experience in sales support or cooperation with Key Account Managers is a strong advantage
• Ability to handle multiple tasks simultaneously and strong organizational skills
• Excellent Self-Time-Management
• Strong customer focus and problem-solving mindset, not just responding to inquiries

Operational skills:

• Strong communication skills (email and phone)
• Ability to clearly explain processes and rules to customers
• Accuracy in working with data (CRM, internal systems)
• Ability to prioritize tasks and manage time effectively
• Basic skills in preparing simple reports and summaries

Collaboration and work style:

• Ability to work effectively with different departments (sales, operations, IT)
• Proactive approach – identifying issues and suggesting improvements
• Willingness to support the team in additional tasks (e.g. phone campaigns)
• Flexibility in handling tasks and changing priorities

Languages:
The following combination is essential:

• Polish – fluent (min. C1), both spoken and written

• English – very good (min. B2), both spoken and written

Nice to have:

• Experience working with CRM systems (e.g. Salesforce, Dynamics, HubSpot)
• Experience in an international environment
• Experience in customer onboarding or implementation projects

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Work model:
You will work in a hybrid system - partly from the office and, after the onboarding period, partly from home, with a requirement to be present in the office 3 days per week. Fully remote work is not available for this role.

Additional Information

What do we offer?

📄 Employment based on an employment contract

At TIMOCOM, we also take care of your:

Work-life balance, including:

• a modern office located in the center of Wrocław, in the Centrum Południe building
• a hybrid work model with up to 124 days of remote work per year
• flexible working hours (start between 07:30 and 09:30)
• life insurance
• Enel-med private healthcare package
• parking spaces for drivers
• bicycle parking for those who prefer an active start to the day
• the option to come to work with your child – we know life logistics can be complex, so we offer a separate office adapted for the youngest
• your own desk with all necessary equipment – your workstation is always available to you; hot-desking is used only occasionally 😉

Development & company networking through:

• access to the Speexx language learning platform
• 4 hours per month dedicated to self-development within your role
• International coffee breaks – virtual meetings that let you connect with colleagues from other locations

Financial comfort, including:

• a transparent bonus system with bonuses from day one
• lunch pass
• 13th salary
• bonuses for seniority, marriage, and the birth of a child
• a referral bonus for bringing in a new employee

What matters to us?

Professional skills are important, but even more important in our recruitment process are the values that guide us as an organization.

#Do IT - We are doers with innovative power.

We have the courage to see new issues and opportunities, seize them and turn them into solutions. To make progress, we put the status quo to the test. As doers, we put things into practice and start with 80 percent. We are successful thanks to our clear focus and agile mindset.

#Take responsibility - We are decision-makers with a focus on results.

We design solutions - actively and independently.
We take responsibility from start to finish. We make transparent decisions based on facts, figures and data. Our actions are geared towards the long-term success of the company.

#Keep growing - We are developers with growth.

We are getting better and better. We tackle our development ourselves and take time to learn. We talk openly about our mistakes so that we don't repeat them and share our knowledge with each other. Our goals are always ambitious. We pursue them with determination and take a self-critical look at our abilities. 

#Work together - We are team players with understanding.

We can only achieve our goals together. As One Team, we trust and support each other. We use our different knowledge and experience to achieve the best results. We discuss and question our ideas together.

#Stay human - We are people who value appreciation.

We treat each other as equals - being human makes us strong.
We work together every day with tolerance, acceptance and appreciation. We respect different perspectives and opinions. In return, we approach each other openly and take an interest in each other. 

#Focus customers - We understand our customers and have the expertise to find solutions.

We solve logistical challenges for freight forwarders, carriers and shippers on an equal footing.
We focus on our customers every day by knowing and meeting their needs. We understand their market and know how it is developing. Through our actions, we create benefits for our customers and inspire them in the long term.

If your expectations align with ours and you’d like to join our team – send us your CV now! 📬

We’re looking forward to meeting you 😊 👋