Title - Customer Service & Order Management

Type - Contract

Location - Hybrid, Krakow Poland

Roles and Responsibilities:

• Process Improvement

Identify gaps, propose improvements, support implementation, and lead small continuous improvement initiatives.

• Order Management (VMI/CMI Customers)

Manage full order planning and execution, including forecasting support, cross selling opportunities, and maximizing service levels, OTIF, and fill rates.

• Order Management (Regular Customers)

Handle end-to-end order processing in SAP—from order receipt to delivery—resolving issues and coordinating with cross functional teams.

• Customer Claims

Manage logistics claims in the Dispute Case Management tool, including investigations, returns, credit/debit notes, and approvals.

• Stakeholder Collaboration

Work daily with a wide range of stakeholders across Sales, Planning, Logistics, Master Data, Pricing, Credit & Collection, Transport, Internal Control, DTS, and others.

• Customer Communication

Maintain professional written and verbal contact with customers in local languages and English. Build strong relationships and ensure high customer satisfaction.

• Customer Master Data Ownership

Keep internal customer data and documentation accurate and up to date. Share market specifics with the team.

• KPI & Performance Management

Understand KPI requirements, monitor impact, and propose actions to improve performance and standardization.

• Team Support & Training

Support colleagues with escalations, follow control procedures, provide training on complex topics, and ensure onboarding is completed on time.

• Compliance & Controls

Follow internal policies and control frameworks, support audits, and provide required analyses.

• Project Participation

Contribute to or lead activities in cross-functional projects, providing expertise and supporting process analysis and improvements.

Qualifications required:

• 4+ years of customer-facing experience in Order Management / Customer Service (preferably FMCG, OTC, or Supply Chain)

• Experience working with international stakeholders

• Strong MS Office skills, especially Excel

• SAP and SNC proficiency

• Independent, proactive, and able to manage multiple tasks

• High accuracy, analytical mindset, attention to detail

• Team player able to support and train others

• =Excellent communication and interpersonal skills