Senior Customer Service Expert

nselect; Województwo mazowieckie; Hybrid; PLN 120,000 - 160,000; Full time

Job summary

nselect is seeking a Senior Customer Service Expert for its Warsaw office in the FMCG sector. You will manage complex B2B relationships, coordinate order execution, and drive process optimization and digitalization across the supply chain.

You will contribute to SOP creation, participate in implementing a new SAP module, and mentor colleagues while communicating in Polish, English, and German. Hybrid work applies, with office days in Warsaw.

Qualifications

• 3–5 years of experience in B2B Customer Service.
• Hands-on SAP experience and openness to new technologies.
• Strong communication, negotiation, and analytical skills.
• Experience in FMCG is a plus.

Responsibilities

• Build and maintain long-term relationships with B2B partners in Polish, English, and German.
• Coordinate order execution, monitor flows, and handle documentation across the supply chain.
• Identify areas for operational improvement and implement digital solutions.
• Create and update SOPs for the team.
• Participate in SAP module implementation and map processes.
• Share knowledge and mentor team members.

Skills

B2B Customer Service

Process Optimization

Digitalization

Negotiation

Tools

SAP

Job description

Senior Customer Service Expert (FMCG, ENG/GER)

Location: Warsaw

Employment Type: Employment Contract

On behalf of our Client an international company operating in the FMCG sector we are currently looking for an experienced, independent, and process-improvement-oriented professional for the position of Senior Customer Service Expert. If you have a solid background in advanced B2B customer service, feel comfortable navigating process optimization and digitalization, and want to have a direct impact on operational standards, this opportunity is for you.

Your Key Responsibilities:

• Comprehensive B2B Customer Service: Building and maintaining long-term relationships with key B2B partners in Polish, English, and German, ensuring the highest level of service quality.
• Order Execution Coordination: Overseeing delivery continuity, monitoring order flows, and handling documentation across the supply chain.
• Process Optimization & Digitalization: Identifying areas for operational improvement, implementing modern digital solutions, and automating routine tasks.
• SOP Creation & Updates: Developing and implementing clear B2B service standards, operational instructions, and procedures for the team.
• SAP Module Implementation: Actively participating in the project to implement a new SAP module, testing functionalities, and mapping processes within the new system environment.
• Support & Mentorship: Sharing knowledge with team members and actively taking part in cross-functional projects.

Requirements:

• Professional Experience: 3-5 years of experience in B2B Customer Service. Experience within the FMCG sector is a plus, but we are also open to candidates coming from other B2B industries (e.g., manufacturing, distribution, logistics, industrial).
• ERP System Knowledge: Hands-on experience with SAP and openness to working with new technologies.
• Process Orientation: Practical experience in process optimization, operation digitalization, and creating procedures.
• Soft Skills: Strong communication and negotiation skills in B2B environments, analytical mindset, initiative, and high autonomy.

What Our Client Offers:

• Flexible Work Model: A hybrid working model combining office-based work in Warsaw with remote days.
• Business Impact: A real opportunity to shape processes, drive digitalization, and elevate B2B customer service standards in an international organization.
• Professional Growth: Involvement in strategic implementation projects (including a new SAP module).