Senior Customer Service Expert

Senior Customer Service Expert (FMCG, ENG/GER)

Location: Warsaw

Work Model: Hybrid (office + remote work)

Employment Type: Employment Contract

On behalf of our Client an international company operating in the FMCG sector we are currently looking for an experienced, independent, and process-improvement-oriented professional for the position of Senior Customer Service Expert. If you have a solid background in advanced B2B customer service, feel comfortable navigating process optimization and digitalization, and want to have a direct impact on operational standards, this opportunity is for you.

Your Key Responsibilities:

• Comprehensive B2B Customer Service: Building and maintaining long-term relationships with key B2B partners in Polish, English, and German, ensuring the highest level of service quality.
• Order Execution Coordination: Overseeing delivery continuity, monitoring order flows, and handling documentation across the supply chain.
• Process Optimization & Digitalization: Identifying areas for operational improvement, implementing modern digital solutions, and automating routine tasks.
• SOP Creation & Updates: Developing and implementing clear B2B service standards, operational instructions, and procedures for the team.
• SAP Module Implementation: Actively participating in the project to implement a new SAP module, testing functionalities, and mapping processes within the new system environment.
• Support & Mentorship: Sharing knowledge with team members and actively taking part in cross-functional projects.

Requirements:

• Professional Experience: 3-5 years of experience in B2B Customer Service. Experience within the FMCG sector is a plus, but we are also open to candidates coming from other B2B industries (e.g., manufacturing, distribution, logistics, industrial).
• Language English min. B2, German min. B2, Polish- fluent.
• ERP System Knowledge: Hands-on experience with SAP and openness to working with new technologies.
• Process Orientation: Practical experience in process optimization, operation digitalization, and creating procedures.
• Soft Skills: Strong communication and negotiation skills in B2B environments, analytical mindset, initiative, and high autonomy.

What Our Client Offers:

• Flexible Work Model: A hybrid working model combining office-based work in Warsaw with remote days.
• Business Impact: A real opportunity to shape processes, drive digitalization, and elevate B2B customer service standards in an international organization.
• Professional Growth: Involvement in strategic implementation projects (including a new SAP module).
• Benefits Package

#German #English #B2BCustomerService: