Job Title: Professional - Customer Service & Order Management Senior Expert
Location (On-site, Remote, or Hybrid?): Poland (Hybrid)
Contract Duration: 6 months


Job description:
You will be the expert for market specifics and order management operations for multiple countries from IFP EMEA & UK. Together with IFP CuSe leaders, it will be decided where your support is required based on business needs, to execute tasks required to guarantee the business continuity and achieve operational goals. You will work on process improvements by identifying the knowledge gaps and possible process standardization. You will monitor if the internal documentation is up to date with customer-related data. You will be the main point of contact for own regular and VMI/CMI Customers and multiple internal stakeholders within EMEA IFP, for all ordering activities and enquiry/query management to resolution, across the entire Order to Delivery (OTD) process. You will be responsible for maintaining order data within our SAP R/3 System.

Responsibilities:
Market Expertise & Business Continuity
Maintain strong knowledge of EMEA IFP order management processes, systems, and market specifics to switch between markets when needed.
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)
Master's degree
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

Language requirement:
Fluent English and one of the following languages with the proficiency on CEF-B2/C1 level are required: German, French, Spanish, Italian.

We offer:
Competitive salary and attractive performance related bonus
Office located in the heart of Krakow
Standard benefit package
Hybrid model working arrangements