Regional EMEA Ecommerce Customer Service Coordinator ( F/M/D)

Freudenberg Home and Cleaning Solutions; Województwo mazowieckie; Hybrid; PLN 65,000 - 90,000; Full time

Benefits offered by this job

Flexible Work Models

Health Insurance

International Opportunities

Meal Allowance

Performance Bonus

Job summary

Freudenberg Home and Cleaning Solutions in Warsaw is seeking a Regional EMEA Ecommerce Customer Service Coordinator (F/M/D). You will coordinate customer interactions and end-to-end order management for the D2C business across webshop and marketplaces, ensuring smooth order-to-cash and effective case handling.

You will collaborate with Logistics, Finance and Demand Planning, manage ERP/SAP data, and support expansion into new markets while maintaining high service levels and customer

Qualifications

• 3–4 years in customer operations or order management.
• Experience in ecommerce or consumer goods.
• Strong knowledge of order-to-cash processes.
• Familiar with SAP Commerce/ERP and CRM systems.
• Excellent Excel skills and data handling.
• Fluent in English and Polish; German a plus.

Responsibilities

• Coordinate customer interaction and end-to-end order management for the EMEA D2C channels.
• Own SAP order capture, validation, blocks/releases, amendments, returns and credits.
• Manage complex customer cases and escalations with cross-functional teams.
• Oversee stock, payments, fraud, delivery and billing with Logistics and Finance.
• Manage the external customer service provider relation, SLAs and reviews.
• Support expansion of D2C across markets and onboarding for new channels.
• Ensure data integrity across SAP Commerce and ERP systems.
• Support CS strategy updates, processes and knowledge content.

Skills

Customer interaction

Order management

SAP ERP

CRM systems

Excel

D2C operations

Stakeholder mgmt

Multinational exp

English/Polish

Tools

SAP Commerce

CRM / Ticketing

Job description

Working at Freudenberg: "We will wow your world!" This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 52,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments.

Freudenberg Home and Cleaning Solutions is a Business Group of Freudenberg and a leading global supplier of branded cleaning systems as well as household and laundry care products. The portfolio includes brands such as Vileda®, Gimi®, Wettex® and Marigold®. The company employs more than 3,800 people and hosts a global distribution network.

Some of your Benefits

• Flexible Work Models: We allow for flexible work models to ensure both professional and personal success.
• Health Insurance: Rely on comprehensive services whenever you need it.
• International Opportunities: Grow in your career through international exchange and global job opportunities.
• Meal Allowance: We offer an allowance that makes meals more affordable.
• Performance Related Bonus: When you have an impact, you can reap the rewards.

Warsaw

Hybrid Work

FHP Vileda Sp. z o.o.

You support our team as

Regional EMEA Ecommerce Customer Service Coordinator (F/M/D)

Responsibilities

• Coordinate customer interaction and end-to-end order management for the EMEA ( D2C) direct-to-consumer business across webshop and marketplace channels, ensuring efficient order-to-cash and case handling.
• 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, key performance indicators, quality, performance reviews and quarterly business reviews.
• Support the expansion of the direct-to-consumer business across European markets and warehouses, including the 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, enterprise resource planning 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.

Qualifications

• At least 3–4 years of experience in customer interaction, order management, customer operations or service management, ideally within e-commerce, fast-moving consumer goods or consumer goods.
• Strong understanding of order management and order-to-cash processes in a direct-to-consumer environment.
• Solid knowledge of customer interaction and case management systems (CRM/ticketing), the Tier 1/2/3 service model, and strong working knowledge of SAP Commerce / ERP.
• Strong Excel skills and the ability to work confidently with operational data and complex processes.
• Good understanding of direct-to-consumer, webshop and marketplace operations and their service requirements; experience working with Amazon is an advantage.
• Excellent communication and stakeholder-management skills, with the ability to manage complexity, external service providers and cross-functional escalations effectively.
• Proactive, ownership-driven and structured approach, with strong attention to detail, problem-solving skills and a continuous-improvement mindset; experience working in a multinational environment is an advantage.
• Fluent English and Polish are required; German language skills are an advantage.

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.