Łukasz Langen

• Manage a two teams, AP and AR Nordic – recruit and develop talents, guarantee back up for the team. Manage skills improvement of team members.
• HR responsibilities
• Manage changes in both processes
• Participation in transition process
• Ensure all the services are meet with SLA
• Act proactively in case of any alert/escalation

In August last year, I was responsible for transition process of Central Administration tasks from UK to Poland. I spent four weeks on work-shadowing in UK and I was accuiring process knowledge.

Currently I am managing 9 people in the Central Administration UK department
My team deals with customer master data (creating new customers, amending and deleting the existing ones)
Moreover I am responsible for managing portal when customers can register and have on-line access to create shipments (international and domestic).
I have agreed SLA (24hours) to complete each request raised by Sales department and customers.
Each time SLA is achieved by the team.
My current reponsibilities are:

• Customer master data (creating new customers, amending and deleting the existing ones)
• Managing portal when customers can register and have on-line access to create shipments (international and domestic)
• Participating in conference and calibration calls between the BU in UK and the company
• Taking care of keeping high quality level (24 hour SLA) and reaching expected KPI’s
• Reporting dashboard and productivity reports
• Workflow management
• Organization of team meetings as well as one to one meetings with the team members
• HR responsibilities
• POC for customers and Sales department
• POC for Operations Unit
• Controlling, amending and managing the data base of the customers with the account numbers in TNT, answering the calls from the customers directly as well as the sales working in TNT.
• Mailing with customers and many other departments working in BU in UK as well as the departments here in Poland

SSC-Shared Service Centre- Billing Clerk – UK International- Invoicing Expert:

• Preparing invoices
• Preparing manuals to the conducting processes
• Carrying out internal audits
• Preparing reports regarding the results of the invoicing session run
• Creating and maintaining the all sorts of scripts which accelerate the invoicing process
• Assisting and supporting the whole team in daily responsibilities
• Organising and participating in video and teleconferences with the head office in UK
• Reporting directly to Business Unit in UK

• Preparing invoices for Italian customers (international shipments)
• Creating and maintaining the all sorts of scripts which accelerate the invoicing process
• Assisting and supporting the new members of the team

• Preparing shipments for invoicing for Italian customers (international shipments)
• Creating and maintaining the all sorts of scripts which accelerate the invoicing process
• Assisting and supporting the new members of the team
• Participation in group projects
• Creating the new projects concerning the innovative solutions for the billing department

• Preparing shipments for invoicing according to agreed SLA
• Verifying data in the system to meet the customers’ expectations
• Maintaining accurate customer data used for invoicing
• Calculating the price of the shipments for particular transport (external or within the country)
• Generating the daily reports
• Verification of the delivery of the shipment
• Generating the pro-forma invoices for non-European shipments
• Invoicing import shipments
• Cooperation with other TNT offices all over the world

• Coordination of 30 member team of service technician according to the customers’ needs
• Issuing service orders
• Close cooperation with marketing and technician departments

• Cooperation with the department of recovery in the preparation of customers’ files needed to start the collection process
• Cooperation with the sales department in the development of monthly courier services realized for strategic customers
• Receiving and handling complaints reported by customers
• Distribution of invoices to regional agencies
• Supporting of regional offices to deal with customers’ complaints
• Visiting customers’ premises in order to explain the method of invoicing of ordered services