Customer Care Specialist

ROCKWOOL International A/S; Poznań; Hybrid; PLN 42,000 - 64,000; Full time

Benefits offered by this job

Office in Poznan centre

Home office subsidy

Private Medical Care

Wellbeing program

Team events

Job summary

ROCKWOOL International A/S in Poznań is seeking a Customer Care Specialist to join the European Customer Care team. You will manage orders, coordinate logistics, and ensure excellent service for European and international customers.

The role requires Polish and English at least B2, strong communication, ownership, and teamwork. The Poznań office offers a modern, central location with hybrid options and a comprehensive benefits package.

Qualifications

• Polish and English at least B2, both spoken and written.
• Previous experience in Customer Care or related field.
• Ability to work independently and take ownership.

Responsibilities

• Ensure efficient administrative management of a customer portfolio: order entry and follow-up, telephone call management, customer response, respecting deadlines and prioritizing customer satisfaction.
• Process orders by coordinating information on logistics between factories, warehouses, the sales team and customers.
• Follow up on offers in our CRM Tool (ROCKSELL).
• Deal with customer claims and complaints (management within SAP) in consultation with the relevant departments and field staff.
• Monitor shipment progress and ensure on-time delivery in collaboration with all stakeholders.
• Provide active support to Key Account Managers in daily operations, including customer follow-up, reporting and coordination.

Skills

Customer Care

Order management

Communication

Teamwork

CRM

Tools

ROCKSELL

SAP

Job description

We are seeking a Customer Care Specialist position based in our Poznań location to join the European Customer Care team. Ready to help build a better future for generations to come? In an ever-changing world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work with dedication to enrich modern living through our innovative stone wool solutions. Join us and make a meaningful difference!

Your future team:

You will join the European Customer Care team which represents our company towards customers across Europe and international markets. We ensure high-quality customer care and end-to-end order management, including international deliveries and export-related activities. As a team, we continuously contribute to the development and improvement of our services, helping our customers achieve their goals and ensuring an excellent customer experience.

What you will be doing:

• Ensuring efficient administrative management of a customer portfolio: order entry and follow-up, telephone call management, customer response, respecting deadlines and putting customer satisfaction at the heart of your priorities
• Processing orders by ensuring the proper transmission of information on the logistical organization between the factories (in local country and abroad), warehouses, the sales team and the customers
• Ensuring the follow-up on offers in our CRM Tool (ROCKSELL)
• Dealing with customer claims and complaints (management within SAP): evaluation and management of the claim in consultation with the specific departments concerned and/or the field sales staff
• Monitoring shipment progress and ensuring on-time delivery in close alignment with all involved stakeholders
• Providing active support to Key Account Managers (KAM) in daily business operations, including customer follow-up, reporting, and coordination activities

What you bring:

• Proficiency in Polish and English at a minimum B2 level, both spoken and written
• Previous experience in Customer Care, Customer Service, or a related field
• Ability to work independently and take ownership of tasks
• Customer-focused mindset with strong service orientation
• Excellent communication and interpersonal skills
• Strong organizational and prioritization skills
• Team player with a collaborative approach
• Proactive, curious, and willing to take initiative

What we offer:

By joining our team, you become a part of the people-centric work environment of a Danish company. We offer you a competitive salary, permanent contract after the probation period, development package, team building events, activity-based office in Poznan’s city center in the new prestigious office building – Nowy Rynek. The building is recognized as a building without barriers, which means that it is fully adapted to the needs of people with disabilities.

Our compensation package on employment contracts includes:

• office-first approach: home office is available up to 2 days per week
• Adaptable Hours: start your workday anytime between 7:00 AM and 9:00 AM
• Home office subsidy
• Private Medical Care
• Multikafeteria
• MyBenefit
• Wellbeing program
• Extra Day Off for voluntary activities …
• and while in the office you can also use modern office space with beautiful view and high standard furniture, bicycle parking facilities & showers, chill-out rooms with PlayStation, football table, pool table, board games, subsidized canteen with delicious food & fruit.

Who we are

At ROCKWOOL, everything we do is based on releasing the natural power of stone to enrich modern living. We help our customers and communities tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity and flooding. Our product range reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint. Stone wool is a recyclable, versatile material that forms the basis of all our businesses. With ~11,800 dedicated colleagues in 37 countries and sales in more than 120, we are the world leader in stone wool products, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, customised stone wool insulation components for other manufacturers’ products and systems (OEM), to insulation for the process industry and marine & offshore. Sustainability is central to our business strategy. ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDGs) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water. Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the ROCKWOOL Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.

Diverse and Inclusive Culture

We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees. At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as "The ROCKWOOL Way". This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency. At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our products and services. We help our customers and communities tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity, and flooding. Our product range reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint. Stone wool is a fully recyclable, versatile material that forms the basis of all our businesses. With ~11,800 dedicated colleagues in 37 countries and sales in more than 120, we are the world leader in stone wool products, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, customised stone wool insulation components for other manufacturers’ products and systems (OEM), to insulation for the process industry and marine & offshore. Ready to help build a better future for generations to come? Join us and make a difference!

http://www.rockwool.com/group/about-us/careers/