Senior Customer Experience & Order-to-Cash Lead

Protective Industrial Products; Katowice; Hybrid; PLN 80,000 - 100,000; Full time

Benefits offered by this job

Private medical care

Life insurance

MultiSport card

Pluxee Card

Holiday and Christmas bonuses

Job summary

PIP Global Safety in Katowice is seeking a Senior Customer Experience Specialist to manage orders, support commercial activities, and resolve operational issues in a global team.

The role emphasizes proactive order management, strong communication, and collaboration with Sales, Supply Chain, Logistics, and Finance to ensure a smooth order-to-cash process. English fluency is required alongside Polish.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Fluency in Polish and English.
• At least 2 years of experience in Customer Support, Supply Chain, Order Management, or Order-to-Cash.
• Experience with CRM/ERP systems and strong MS Office skills, particularly Excel.
• Excellent communication, organizational, and time management skills.

Responsibilities

• Provide customers with accurate and timely information on product availability, pricing, delivery lead times, minimum order quantities and specific order requirements, while ensuring customer data is properly maintained.
• Manage customer orders from validation and entry through fulfilment, ensuring accuracy, timely processing, and alignment with customer requirements and product availability.
• Monitor order progress, proactively identify and resolve issues affecting order fulfilment, and coordinate with relevant teams to minimize delays and ensure timely delivery.
• Oversee outstanding and overdue orders, follow up on blocked or incomplete transactions, and keep customers informed of order status, delivery updates and potential delays.
• Work closely with Sales, Supply Chain, Logistics, Transportation, and Finance teams to resolve operational challenges, streamline processes and support an efficient end-to-end order-to-cash cycle.
• Manage customer claims related to returns, defective products, damaged shipments, and delivery issues, as well as invoice disputes, ensuring accurate reporting and timely resolution.
• Support Sales teams in managing key accounts, strengthening customer relationships, identifying customer needs, and sharing insights that contribute to business growth and customer retention.
• Contribute to continuous improvement initiatives, process standardization, and automation, while maintaining process documentation and supporting knowledge transfer, onboarding and system implementations.
• Provide customers with data sheets, product certificates, and regulatory documents by coordinating with internal teams.

Skills

Polish

English

Education

Bachelor's degree or equivalent

Tools

CRM/ERP systems

MS Excel

MS Office

Job description

PIP Global Safety in Katowice is seeking a Senior Customer Experience Specialist to manage orders, support commercial activities, and resolve operational issues in a global team.

The role emphasizes proactive order management, strong communication, and collaboration with Sales, Supply Chain, Logistics, and Finance to ensure a smooth order-to-cash process. English fluency is required alongside Polish.