Customer Service & Order Management Senior Expert

Location: Kraków, Poland (Hybrid - once per week on-site)
Employment Type: Employment Contract (CoE)
Duration: 6 months
Pay Rate: CoE: 41.63 PLN gross /h

ABOUT THE ROLE
We are looking for an expert in market specifics and order management operations to join the IFP EMEA & UK team. This is a critical role responsible for ensuring business continuity and achieving operational goals for multiple international markets. You will not only handle day-to-day execution but also act as a specialist for process improvements, identifying knowledge gaps, and standardizing operations across the Order-to-Delivery (OTD) process. This role requires a high level of independence and the ability to manage complex stakeholder relationships within a fast-paced supply chain environment.

KEY RESPONSIBILITIESOrder Management & VMI:

• Manage full order planning and execution for regular and VMI/CMI customers, including forecasting support and maximizing OTIF/service levels.
• System Expertise: Maintain and manage order data within the SAP R/3 system, ensuring high accuracy and compliance with internal procedures.
• Process Improvement: Identify operational gaps, propose standardizations, and lead small-scale continuous improvement initiatives.
• Stakeholder Collaboration: Act as the main point of contact for Sales, Planning, Logistics, and Credit teams to resolve queries and manage the end-to-end OTD process.
• Claims & Data Management: Handle logistics claims via Dispute Case Management tools and ensure all customer master data and documentation remain up to date.

WHAT WE ARE LOOKING FOR:
We are seeking professionals with4+ years of experience and a strong command of the following:

• Domain Expertise: Proven track record in Customer Service or Order Management, preferably within FMCG, OTC, or Supply Chain sectors.
• Systems: Proficiency in SAP (R/3) and SNC. Strong command of MS Office, especially Excel.
• Languages: Fluency in English AND proficiency (B2/C1) in one of the following: German, French, Spanish, or Italian.
• Education: Master’s degree is required.
• Mindset: An analytical, proactive approach with the ability to work independently and manage multiple tasks under time pressure.

eTeam Workforce sp. z o.o. is an employment agency entered into the register maintained by the Marshal of the Mazovian Voivodeship under number 21300.