Senior Customer Service Associate

We are Spring Global Delivery Solutions, a subsidiary of PostNL—one of the world’s largest and most innovative operators. Our solutions help e-commerce clients expand globally.

We are looking for a Senior Customer Service Specialist to join our team in Krakow—someone with a proactive approach who enjoys communicating and is dedicated to supporting our customers.

Job Responsibilities:

• Customer support for the Polish and Czech markets.
• Handling customer shipment-related inquiries and requests, primarily via email.
• Proactively addressing customer requests, including claims and general inquiries.
• Assisting new customers with the claims process.
• Maintaining an overview of the partnership between carriers and the company.
• Communicating with relevant departments at the Spring GDS headquarters in the Netherlands.
• Regular reporting based on data from internal systems (e.g., Power BI, CRM, XBS).
• Working with the internal logistics CRM system and other databases.
• Building strong relationships with key customers.
• Understanding and proactively improving internal Customer Service processes.
• Staying up-to-date on new services, systems, and suppliers.
• Participating in regular meetings as part of the Sales Department.
• Ensuring active, efficient communication and collaboration across company departments.
• Training new team members across both countries.
• Providing support and collaboration with the Czech customer service team (technical and process support), not direct management. This role is more about regional support role from Poland that supports the Polish and Czech CS teams.

Our expectations:

• Minimum of secondary education.
• Native-level proficiency in Polish.
• Communicative level of English (for communication with international colleagues).
• At least 2–3 years of experience in customer service and logistics required.
• Strong PC skills (MS Office, Outlook).
• Experience with CRM systems required (company-internal systems).
• High level of independence and ability to take responsibility for assigned tasks.
• Customer-oriented mindset.
• Teamwork skills.
• Attention to detail.
• Reliability.

What we offer:

• Interesting financial remuneration.
• A very varied job, where there is no place for stereotypes.
• Everyday use of the English language in an international environment.
• Flexible working hours
• Hybrid mode - Home Office and Office (2-3 days in Office).
• Notebook.
• 26 days of vacation.
• Multisport.

Please send your CV in English directly to katerina.skyva@spring-gds.com