Order Management Specialist – EMEA | SAP R/3 | Customer Operations | Supply Chain

Job Title: Order Management Specialist – EMEA (IFP)

Location: Krakow, Poland (Hybrid)

Job Summary

We are seeking an experienced Order Management Specialist to support market-specific operations across multiple countries within the EMEA & UK regions. This role will act as a key point of contact for customers and internal stakeholders, ensuring seamless execution of the Order to Delivery (OTD) process while maintaining high service levels and business continuity.

The ideal candidate will bring strong expertise in order management, process improvement, and stakeholder collaboration, along with hands-on experience in SAP R/3 systems.

Key Responsibilities

Market Expertise & Business Continuity

• Develop and maintain strong knowledge of EMEA IFP order management processes and market specifics
• Provide flexible support across multiple markets based on business needs

Process Improvement

• Identify process gaps and propose improvement opportunities
• Support implementation and lead continuous improvement initiatives
• Drive standardization across processes

Order Management – VMI/CMI Customers

• Manage end-to-end order planning and execution
• Support forecasting activities and identify cross-selling opportunities
• Optimize service levels, OTIF, and fill rates

Order Management – Regular Customers

• Handle complete order lifecycle in SAP (order receipt to delivery)
• Resolve issues and coordinate with cross-functional teams

Customer Claims Management

• Manage logistics claims using Dispute Case Management tools
• Conduct investigations and process returns, credit/debit notes, and approvals

Stakeholder Collaboration

• Partner with Sales, Planning, Logistics, Master Data, Pricing, Credit & Collections, Transport, and Internal Control teams
• Ensure smooth coordination across all functions

Customer Communication

• Maintain professional communication with customers in English and local languages
• Build and sustain strong customer relationships

Customer Master Data Management

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

KPI & Performance Management

• Monitor KPIs and performance metrics
• Recommend and implement actions to improve performance and standardization

Team Support & Training

• Support team members with escalations
• Provide training on complex processes
• Assist with onboarding of new team members

Compliance & Controls

• Adhere to internal policies and control frameworks
• Support audits and provide required analysis

Project Participation

• Participate in cross-functional projects
• Contribute to process analysis and improvement initiatives

Qualifications & Skills

• 4+ years of experience in Order Management / Customer Service (preferably in FMCG, OTC, or Supply Chain)
• Master’s degree required
• Experience working with international stakeholders
• Strong proficiency in MS Office (especially Excel)
• Hands-on experience with SAP R/3 and SNC systems
• Strong analytical skills with attention to detail
• Ability to manage multiple tasks independently
• Proactive, problem-solving mindset
• Excellent communication and interpersonal skills
• Team player with the ability to train and support others

Language Requirements

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