Coordinator, Customer Care, Italian and/or Romanian Speaker

at  UPM

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. Join us in creating a future beyond fossils!
We are now looking for a Coordinator, Customer Care, Italian and/or Romanian Speaker to join our Biochemicals Customer Care team.
You will join the Customer Care organization dedicated to delivering best end-to-end customer experience by building trust, relations and providing tailored and agile services to Customers in growing Biochemicals business worldwide.
Coordinator, Customer Care plays a critical role in this organization.
You’ll provide customers with an ‘everywhere commerce’ experience, seamlessly executing across multiple channels and delivering products and services with excellent quality and full traceability. You will be an accelerator of end-to-end Biochemicals customer experience and ears of the organization providing customer intelligence insights.
Greetings from your future manager
“Welcome to our Customer Care team, which provides you a front-row seat to UPM Biochemicals Business and an opportunity to be a key player in making our clients end-to-end journey smooth and efficient. You will be supported by a network of Biochemicals professionals, working as #OneTeam in an inspiring atmosphere and motivation-boosting environment.” – Justyna, Manager, Customer Care Biochemicals

What you will do

• Support our Sales Team in deal making activities and e.g., provide samples to the customers and support in contract renewal
• Initiate and control customer master data creation and onboard our new customers
• Provide customer service in commercial-related tasks and perform daily operations (including order management in SAP S/4HANA (Fiori), invoicing, international delivery monitoring, communicating with customers through various channels, managing customer queries and feedback, processing potential customer claims and orchestrating the resolution)
• Monitor customer stocks, support forecast process, sample and trial handling
• Keep control of consignment stocks according to contracts in place
• Provide reports, certificates, supplier questionnaires and statements based on customer requests, using available data sources
• Participate in the creation and update of guidelines, work instructions, knowledge articles etc. according to established UPM standard
• Contribute to the continuous development of our processes and tools

Who you are

• You have a bachelor’s or master’s degree, primarily in Information Systems/Business Management/Logistics/Supply Chain
• You know Order to Cash process and have experience in the support of international customers using SAP ERP and Salesforce (or other CRM)
• You are fluent in English (written and verbal) and in one additional language (Italian or Romanian); command of both Italian and Romanian would be considered an asset
• You can multitask, lead yourself, organize your tasks efficiently, and you are able to work in fast-phase, changing environment, sometimes under stress
• You have agile and proactive mindset, and you are interested in continuous improvement
• You are digitally savvy, analytical, you enjoy solving problems and want to ensure fast solutions to our clients and can turn data to insights
• You are a great team worker, good listener with high emotional intelligence, and have good relationship management, collaboration and communication skills
• You are curious and eager to learn – you are interested in e.g., learning more about Biochemicals products, our clients’ industries and value chains, and truly understanding our clients’ business

This is what we offer for you

• A meaningful job – We have an inspiring purpose ‘We create 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 to 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
The position is located in UPM Business Hub Wrocław, Poland.
The position holder will report to Manager, Customer Care Biochemicals.
We offer a hybrid working model according to EU directive on work-life balance.
Please apply via the link above and attach your CV in English (and optionally a cover letter) latest by 13.07.2024. We review applications during the application period, and you may be contacted already before the application deadline.
For support with submitting your application, please contact HR Service Center at
careers@upm.com
or tel. +48 12 399 94 99.
UPM is a global forest industry leader with headquarters in Finland. We create renewable and responsible wood-based alternatives for fossil-based materials utilizing our expertise in engineering, innovation and digitalization. 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
If you wish to get more insight about who we are, check out this
page
!

• Support our Sales Team in deal making activities and e.g., provide samples to the customers and support in contract renewal
• Initiate and control customer master data creation and onboard our new customers
• Provide customer service in commercial-related tasks and perform daily operations (including order management in SAP S/4HANA (Fiori), invoicing, international delivery monitoring, communicating with customers through various channels, managing customer queries and feedback, processing potential customer claims and orchestrating the resolution)
• Monitor customer stocks, support forecast process, sample and trial handling
• Keep control of consignment stocks according to contracts in place
• Provide reports, certificates, supplier questionnaires and statements based on customer requests, using available data sources
• Participate in the creation and update of guidelines, work instructions, knowledge articles etc. according to established UPM standard
• Contribute to the continuous development of our processes and tool