Specialist, Customer Service

UPM; Wrocław; Hybrid; PLN 60,000 - 100,000; Full time

Job summary

UPM in Wroclaw is seeking a Customer Service Specialist to join the EMEIA Customer Service Team for UPM Pulp. You will manage daily customer interactions, contracts, orders and inquiries to ensure smooth delivery.

This role offers a hybrid working model in Wroclaw and requires at least 3 years in customer service, strong relationships, and knowledge of order management and international trade.

SAP and Salesforce experience is a plus, and English fluency is essential to support regional partners.

Qualifications

• Minimum 3 years working experience in Customer Service or similar.
• Ability to establish good relationships with customers, colleagues and external partners.
• Order management knowledge, preferably for MEIA/MEA markets.
• Understanding of international trade and supply chain processes to support order fulfillment.
• Attention to detail, strong organization, and ability to prioritize.

Responsibilities

• 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 transparency of customer requirements across internal interfaces.
• Support continuous improvement of customer service processes and ways of working.

Skills

Customer service

Order management

SAP

Sales support

English fluent

Team player

CRM knowledge

Tools

Salesforce

MS Excel

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.

“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 Youare

• 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

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? The Finnish leadership culture encourages people in personal growth and self-development, and our values - trust and be trusted, achieve together, renew with courage – are visible in our everyday work. We are inspired by the limitless opportunities of the bioeconomy and we lead the way towards a future beyond fossils. Got interested? Join us on this exciting path! #growthwithUPM

Ifyou wish to get more insight about who we are, check out this page!

UPM – we renew the everyday

Read more:upm.com

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