Customer Service & Order Management Senior Expert

For our client a global company operating in the FMCG sector we are currently looking for an Order Management Specialist / Senior Specialist (EMEA) to join an international team supporting markets across the EMEA region.

This is an excellent opportunity for experienced professionals in Order Management / Customer Service who are looking to grow in a dynamic international environment and take ownership of end-to-end order management processes.

Key Responsibilities:

• Manage end-to-end order processing for customers across EMEA including both regular and VMI/CMI customers

• Handle order execution in SAP from order receipt through delivery ensuring smooth Order to Delivery (OTD) flow

• Monitor service levels OTIF fill rate and order performance to ensure operational excellence

• Act as the main point of contact for customers regarding orders deliveries and issue resolution

• Build and maintain strong relationships with customers and internal stakeholders across Sales Planning Logistics Master Data Pricing Credit & Collection Transport and other functions

• Manage customer claims and logistics-related disputes in the Dispute Case Management tool including returns credit/debit notes and investigations

• Maintain customer master data accuracy and ensure internal documentation is updated and aligned with market specifics

• Identify process gaps and support continuous improvement and standardization initiatives

• Support colleagues with escalations onboarding and knowledge sharing across the team

• Participate in cross-functional projects and contribute to process optimization compliance and control activities

Requirements:

• Minimum 4 years of experience in Order Management / Customer Service / Supply Chain

• Customer-facing experience in an international environment (preferably within FMCG OTC or Supply Chain)

• Masters degree

• Strong MS Office skills especially Excel

• Practical knowledge of SAP (SAP R/3 preferred); SNC knowledge will be an advantage

• Strong organizational skills and ability to manage multiple priorities independently

• High attention to detail accuracy and analytical mindset

• Proactive approach and willingness to improve processes

• Strong communication and interpersonal skills

• Team-oriented mindset with the ability to support and train others

Language Requirements:

• Fluent English (minimum B2/C1)

• Fluent in one of the following languages (minimum B2/C1): German French Spanish or Italian

We Offer:

• Employment based on an employment contract

• Competitive salary

• Attractive annual performance bonus

• Hybrid working model

• Office located in the center of Kraków

• Standard benefits package

• Opportunity to work in an international environment

• Exposure to regional EMEA processes and cross-functional collaboration

• Participation in improvement initiatives and business transformation projects

• Stable employment and long-term development opportunities

If you have solid experience in order management enjoy working in a fast-paced operational environment and would like to grow within an international structure we encourage you to apply.