Customer Service Representative (m/f/d)

MSA, The Safety Company; Warszawa; Hybrid; PLN 90,000 - 130,000; Full time

Job summary

MSA Safety in Warsaw, Poland, seeks a proactive Customer Service Specialist to support presales and order management. You will handle inquiries, create quotations, manage order status, and ensure accurate master data while coordinating with sales and logistics.

The role requires 3 years in a similar position, proficiency with SAP or ERP systems, strong communication in English, and ability to work with cross-functional teams in a hybrid environment.

Qualifications

• 3 years in a similar role handling customer requirements post/pre order.
• Experience with SAP or ERP systems preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Handle presales and all customer orders, including quotations.
• Manage order processing, delivery status, and master data accuracy.
• Coordinate after-sales activities, returns, invoices, and credits.
• Assist sales by analyzing customer data and maintaining relations.
• Liaise with channel partners and internal teams.

Skills

Customer service

ERP/SAP

Order management

Problem solving

Communication

Excel

English fluency

Multilingual

Tools

SAP

Job description

Overview

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.

Responsibilities

Handling Presales Process / Process all types of customer orders:

• Handling incoming calls, inquiries, requests
• Develop integrated product solution referring to customer specific requests
• Create quotations
• Advice Customers regarding order delivery status, products, marketing materials etc.
• Solution for product requests (integral)
• Entering transactions and processes
• Handling outbound calls to customers to clarify order requirements when necessary
• Quotation tracking
• Contract review (to understand any specific terms and conditions agreed with a customer)
• Answering order related questions
• Gate Keepers

Handle order management process:

• Providing Customers with the information regarding delivery times
• Order Acknowledgment
• Support the pricing process, where required
• Responsibility for accuracy of customer master data (ship to, bill to, name etc.)
• Order status
• Preparation for invoice readiness
• Efficient and effective resolution of customer issues or inquiries.
• Process credit/re-bills requests, resolve mis-shipments and provide proof of deliveries
• Coordination of the ordering and delivery processes
• service orders coordination

Handling After-Sales Activities:

• Handling returns and credit notes
• Handling customer complaints (including warranty claims)
• Accounts receivables – overdue invoices – contact customers to check what needs to be done
• Communication internally to Front End Logistic, Finance, Customer Support or other functional areas to clarify all doubts regarding the offer/project/product
• Quality Field Actions communication and coordination with affected customers

Support for sales:

• Understand customer data (sales volume, frequency of purchase, ….) to predict the trends and customer needs in order to approach them actively (directly or through Sales Representatives)
• Act as a professional and pro-active contact person for Customers
• Maintain good business relations with Customers
• Quotations follow up
• Communication with Channel Partners, sending important information about promotions, issues, quality actions

Other Customer Service tasks:

• Miscellaneous (e.g. supporting audits, inventory)
• Participation in projects

Qualifications

• 3 years in a similar job responsible for handling customer requirements post/pre order.
• SAP or other ERP experience nice to have
• Purchasing and order placement along with general supplier handling experience
• Experience in handling customers/suppliers and solving problems
• Excellent communication skills – both verbal and written
• Detailed orientated with analytical skills
• Excel and Microsoft tools experience
• Fluent in English
• Other languages nice to have

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