- Location
- Kraków, MA, PL
- Type
- Full-time
- Department
- Operations
- Seniority
- Entry
- Experience
- 1+ years
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Support Customer Collaboration agenda by partnering with Commercial teams, Key Account Managers and customers to improve service levels, inventory balance and product availability. Drive customer-centric supply chain execution, resolve operational issues and support performance improvements across DACH customers while ensuring efficient order management and collaboration processes.
Responsibilities
- Support end-to-end customer collaboration processes including joint planning, performance tracking and service improvement
- Manage customer order lifecycle including order capture, changes, validation support and fulfilment coordination
- Collaborate with supply planning, logistics and sales teams to ensure product availability and optimize service levels
- Monitor KPIs and identify service risks, driving root cause analysis and corrective actions
- Support customer performance reviews and build action plans to improve service metrics
- Coordinate with 3PL, warehouse and transport teams to track order status and resolve issues
- Engage with customers on operational topics, ensuring proactive communication and issue resolution
- Support development of collaboration tools, automation and process improvements
- Contribute to cost and efficiency initiatives including penalties, rebates and service optimization
- Build strong cross-functional relationships across Supply Chain, Sales, Finance and external partners
- Support strategy of collaboration agenda for Channel Accounts, in order to drive satisfaction, achieve annual and monthly targets and to maximize products availability
- Support Customer Collaboration Senior Specialists and Customer Collaboration Managers in:
- negotiating service level agreements (SLA) with the customers
- Root-cause anaysis of service to sales and taking actions based on the outcome
- Pro-active Performance tracking
- Identify Performance Issues/Opportunities and develop solutions to mitigate service risks
- Negotiate with the customer on the penalty amount
- Ensuring effective budget alignment
- Creating action plans based on customer’s performance reviews
Qualifications
- University degree
- English – C2, German – B2
- 1+ year experience in customer service, supply chain or order management able to demonstrate good stakeholder management and alignment to external customer needs and expectations.
- Previous exposure to similar role is an asset
- Great communication and interpersonal skills
- Analytical mindset with ability to interpret data and drive actions
- Strong Excel & Office package knowledge mandatory
- Results oriented
- Customer-centric mindset
- Strong ownership and accountability
- Problem-solving and continuous improvement orientation
- Ability to work cross-functionally
- Able to handle multiple projects within tight deadlines
Skills
ExcelCustomer Service
