Customer Service Specialist (US Market) – 24-28 months’ assignment
Additional information
- Model of payment: basic salary + allowances for shift work
- Days of work: working days (Monday to Friday)
- Working hours: 14:00-23:00 (8 hours + 1 hour lunch)
- Payment schedule: monthly
- Customer type: B2B (company clients)
- Required languages: English
- Additional salary information: After 3 months’ probation period, eligibility to performance bonus.
Your responsibilities
- Be the first point of contact for our customers in the USA and cooperate with colleagues from internal departments of Sylvamo.
- Use English daily to answer our customers’ questions (via phone and email), manage their purchase orders, and ensure satisfaction with our service. The relationship we have with our customers is crucial and you will have a direct impact on it.
- Work in SAP to process our customers’ orders and prepare regular and ad hoc reports. System work and analytics are a big part of each day’s responsibilities.
- Be a part of our Supply Chain organization, cooperating within your team and with internal departments of Sylvamo (located in the USA, Brazil and Poland).
- Get to know and understand the interdependencies between processes such as Supply Planning, Replenishment Planning, Order Management, Demand/Master Planning, Transportation, and Manufacturing. You will also learn about Pricing, Sales, and Marketing processes to manage your customer’s accounts successfully.
- Proactively communicate with Sales, Supply Chain, and business leadership regarding customer-impacting issues and potential improvements.
- Anticipate, react to, and resolve manufacturing/replenishment disruptions to maintain high service levels.
- Have the opportunity to develop and utilize both your interpersonal and analytical skills.
Our requirements
- Availability to start working on September 1st, October 1st or January 1st.
- Ability to work full-time in the afternoon and evening hours (2:00 PM – 11:00 PM), from Monday to Friday.
- Ability to work on-site from our Kraków’s office for the first 3 months full-time, and then at least 2 days per week.
- Fluency in spoken and written English.
- Ability to learn quickly and prioritize tasks.
- Confidence in making your own decisions and taking responsibility for your actions.
- Inclination to work with technology and technical learning (e.g. SAP and MS Excel).
- Ability to multitask and process high volumes of data accurately and efficiently.
- Analytical and good organizational skills.
- Eagerness to work in a team environment, with colleagues from various cultures and backgrounds.
Optional
- Experience in working in a corporate environment.
- University degree and/or experience in Logistics or related area.
- Sales and negotiation skills or experience.
What we offer
- Please note that the job posting lists a salary range (base salary + shift allowance) for this position. Your offer will be determined based on your professional experience, skills, competencies, and qualifications for the role.
- Start dates: September 1st, October 1st or January 1st.
- Fully on-site induction training and onboarding (the first 3 months).
- Office in the heart of Kraków.
- Work from Monday to Friday from 2:00 PM to 11:00 PM (8 hours of work + 1 hour lunch break), and according to the US holidays calendar.
- 30 days of Day Shift (work 10:00 AM – 6:00 PM) per year.
- Taxi home (within Kraków’s borders) when finishing work at 11:00 PM.
- We are NOT a call center – you will have a portfolio of customers that you work with on a daily basis.
