Regional Ecommerce Customer Service Coordinator

Working at Freudenberg: We will wow your world!

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.

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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.

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