EMEA E‑commerce Ops & Customer Care Coordinator

Freudenberg; Warszawa; On-site; PLN 60,000 - 120,000; Full time

Job summary

Freudenberg is seeking a Customer Operations specialist to coordinate end-to-end order management for the EMEA D2C business across webshop and marketplace channels. You will own SAP order capture, validation, blocks, releases, amendments, returns and credits, and manage complex escalations.

The role requires fluent English and Polish, strong Excel and SAP Commerce/ERP knowledge, and experience in e-commerce.

Qualifications

• 3-4 years of experience in customer interaction and order management.
• Strong Excel skills and ability to work with operational data.
• Experience with SAP/ERP and CRM/ticketing systems.
• Fluent English and Polish; German is a plus.

Responsibilities

• Coordinate customer interaction and end-to-end order management for the EMEA (D2C) direct-to-consumer business across webshop and marketplace channels.
• Own internal order management activities in SAP, including order capture and validation, blocks and releases, amendments, returns and credits.
• Manage complex second- and third-line customer cases and escalations that cannot be resolved by the external customer service provider, coordinating cross-functional solutions.
• Manage order exceptions and incidents related to stock, payments, fraud, delivery and billing in close cooperation with Logistics, Finance and Demand Planning.
• Oversee the operational relationship with the external customer service provider, including service levels, KPIs, quality, performance reviews and quarterly business reviews.
• Support the expansion of the direct-to-consumer business across European markets and warehouses, including onboarding of customer service operations for new markets and channels.
• Ensure the accuracy and integrity of customer, order, return and case data across SAP Commerce, ERP and customer service systems.
• Support the implementation and continuous improvement of the customer service strategy for the online business, including processes, service scripts and knowledge content.

Skills

Customer service

Order management

Excel

English

Polish

Tools

SAP Commerce

ERP

CRM

Job description

Freudenberg is seeking a Customer Operations specialist to coordinate end-to-end order management for the EMEA D2C business across webshop and marketplace channels. You will own SAP order capture, validation, blocks, releases, amendments, returns and credits, and manage complex escalations.

The role requires fluent English and Polish, strong Excel and SAP Commerce/ERP knowledge, and experience in e-commerce.