Specialist, Customer Service

UPM Raflatac; Polska; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Meaningful work

Team culture

Career development

Sustainability leadership

Job summary

UPM Raflatac in Wroclaw, Poland, is hiring a Customer Service Specialist for the EMEIA Customer Service Team. You will handle orders, invoices, and inquiries, collaborating closely with Sales and internal colleagues to ensure smooth order fulfilment.

The role requires at least 3 years in Customer Service, strong relationship skills, knowledge of SAP and Salesforce is an asset, and fluency in English. Hybrid work model offered.

Qualifications

• Minimum 3 years of experience in Customer Service or related tasks.
• Ability to build and sustain relationships with customers and partners.
• Solid knowledge of order management and invoicing; cross-functional collaboration.
• Understanding of international trade and supply chain processes.
• Excellent attention to detail and prioritization.
• Customer-centric, proactive and flexible; strong team player.
• SAP and Salesforce knowledge considered an asset.

Responsibilities

• Daily collaboration and communication with customers
• Manage contracts, orders and invoicing
• Handle inquiries, claims and supplier questionnaires
• Monitor customer stocks and support forecast processes
• Assist Sales with market, product and customer information
• Create and maintain customer master data and ensure data quality
• Support transparency of customer requirements across interfaces
• Contribute to continuous improvement of service processes

Skills

Customer service

Order management

SAP

Salesforce

English communication

Team collaboration

Tools

SAP

Salesforce

Job description

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values - trust and be trusted, achieve together, renew with courage. Together we can renew the everyday, for a future beyond fossils!

Learn more about us as a workplace upm.com/careers

We are now looking for a Customer Service Specialist to join our EMEIA Customer Service Team for UPM Pulp. The position is located in UPM Business Hub Wroclaw, Poland.

Greetings from your future manager

"Embark on a rewarding career as a Customer Service Specialist within the UPM Pulp Customer Service team. Together, we strive to deliver outstanding service and elevate customer experience across the EMEIA region. Through your expertise, dedication, and customer-focused mindset, you will help strengthen long-lasting partnerships and contribute to the success of our customers and business. We look forward to welcoming you to our team!" - Aleksandra Jasiukiewicz, Senior Manager, Customer Operations

What you will do

• Daily collaborate and communicate with customers
• Handle customer contracts, orders and invoicing
• Handle customer inquiries, claims and supplier questionnaires
• Monitor customer stocks (incl. consignment stocks), support forecast process, sample and trial handling
• Assist Sales in inquiry handling and support Sales with market, product and customer information
• Initiate and control customer master data creation and quality
• Support full transparency of customer requirements across internal interfaces
• Support continuous improvement of customer service processes and ways of working

Who you are

• You have minimum 3 years of working experience in Customer Service or similar tasks
• You can establish good relationships with customers, colleagues and external partners
• You have order management process knowledge, preferably also for MEIA/MEA markets
• You have a good understanding of international trade and supply chain processes, supporting smooth order fulfillment
• You pay attention to details, have good organizational skills and can prioritize your workload
• You are customer centric, proactive and flexible
• You work well as a part of the team as well as independently
• You have SAP and Salesforce knowledge - it is considered an asset
• You are fluent in English (any other European language is seen as asset)

This is what we offer to you

• A meaningful job : We have an inspiring purpose “We renew the everyday for a future beyond fossils”. Our work is impactful and transformative.
• A caring community : Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.
• Development opportunities : We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.
• Responsible employer: Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas, from climate change mitigation to enhancing biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about our Rewarding and our Ways of working

Additional information

This position offers a hybrid working model, combining remote work from home with regular on-site collaboration in Wrocław.

The position holder will report to Senior Manager, Customer Operations

Country-specific information

If you have any concerns about the recruitment and selection process, you can report those online through the UPM Report Misconduct channel using the link: https://www.upm.com/investors/governance/compliance/reportmisconduct/ .

UPM business information

UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers. In Poland, UPM is running two factories near Wrocław, a Human Resources Service Center in Kraków and UPM Business Hub at the heart of the city of Wrocław. At the moment, the Wrocław Hub brings together over 600 professionals in customer, supplier and financial services.

What makes us unique?

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