Job Title: Order Management Specialist – EMEA & UK

Location: Krakow, Poland (Hybrid)

Job Summary:

We are seeking an experienced Order Management Specialist to support order management operations across multiple countries within the EMEA & UK region. The role involves managing end-to-end Order to Delivery (OTD) processes, maintaining accurate SAP order data, ensuring business continuity, and supporting process improvements. The ideal candidate will act as a key contact for customers and internal stakeholders while driving operational efficiency and customer satisfaction.

Key Responsibilities

Market Expertise & Business Continuity

• Maintain strong knowledge of EMEA IFP order management processes, systems, and market-specific requirements.
• Provide operational support across different markets based on business needs.

Process Improvement

• Identify process gaps and knowledge areas requiring improvement.
• Propose and support implementation of standardization and continuous improvement initiatives.

Order Management – VMI/CMI Customers

• Manage full order planning and execution for Vendor Managed Inventory (VMI) and Customer Managed Inventory (CMI) customers.
• Support forecasting, identify cross-selling opportunities, and maximize service levels, OTIF, and fill rates.

Order Management – Regular Customers

• Handle end-to-end order processing in SAP from order receipt to delivery.
• Coordinate with cross-functional teams to resolve order-related issues and ensure timely delivery.

Customer Claims Management

• Manage logistics-related claims using the Dispute Case Management tool.
• Conduct investigations and process returns, credit notes, debit notes, and approvals.

Stakeholder Collaboration

• Work closely with Sales, Planning, Logistics, Master Data, Pricing, Credit & Collections, Transport, Internal Control, and DTS teams.

Customer Communication

• Maintain professional communication with customers via phone and email in English and local languages.
• Build strong relationships and ensure high levels of customer satisfaction.

Customer Master Data Management

• Ensure accuracy and maintenance of customer data and internal documentation.
• Share relevant market-specific information with the team.

KPI & Performance Monitoring

• Monitor key performance indicators and identify opportunities for improvement.
• Support initiatives to enhance performance and process standardization.

Team Support & Training

• Assist team members with escalations and complex cases.
• Provide training on processes and ensure successful onboarding of new colleagues.

Compliance & Controls

• Follow internal policies and control frameworks.
• Support internal and external audits and provide necessary analysis.

Project Participation

• Participate in or lead cross-functional projects focused on process improvements and operational excellence.

Qualifications & Skills

• Experience: 4+ years of customer-facing experience in Order Management, Customer Service, or Supply Chain (preferably within FMCG or OTC industries).
• Education: Master’s degree in Business, Supply Chain, or a related field.
• Systems & Tools: Experience with SAP R/3 and SNC; strong proficiency in MS Office, particularly Excel.
• Skills:
• Strong analytical mindset and attention to detail
• Ability to manage multiple tasks independently
• Proactive and problem-solving approach
• Excellent communication and interpersonal skills
• Team player with the ability to support and train others
• International Exposure: Experience working with international stakeholders is preferred.

Language Requirements

• Fluent English
• Proficiency at CEF B2/C1 level in one of the following languages:
• German
• French
• Spanish
• Italian