Trwa ładowanie. Prosimy o chwilę cierpliwości.
Przeglądana oferta pracy jest nieaktualna
Data aktualizacji: 2021-10-15
Warszawa, mazowieckie
BPO/SSC, Obsługa klienta
angielski, niemiecki
Data aktualizacji: 2021-10-15

Customer Service/Order Management Senior Associate

with German (work location: Gdańsk)

In the Order to Cash organization, we are looking for a Cash Customer Service Representative who will be responsible for Order Management, Order Fulfillment and Billing activities to provide excellence in customer experience.

The Customer Service Associate/Senior Associate will be responsible to perform a broad set of activities reaching from receipt of standard customer orders up to delivery, including timely and effective resolution of issues related to incomplete orders, delivery blocks and billing related activities. These activities include handling of customer complaints and returns as well.


What will you do?

  • Maintain a positive, empathetic and professional attitude towards customers.

  • Acknowledge and resolve customer complaints/inquiries.

  • Keep records of customer interactions, transactions, comments and complaints.

  • Receive and drive timely resolution or closure of standard/routine order-related customer queries, complaints and feedback.

  • Optimization of  the Order-to-Bill processes by regularly analyzing efficiency of processes and issues being detected by the Regional Order-to-Bill team.

  • First point of contact in case of escalations.

  • Analyze key metrics and perform root-cause analysis, as needed.

  • Process and ensure that all return requests comply with the Return policies including appropriate approval and documentation.

  • Perform process controls (ICS, ICM, BPC) as described in the desktop procedures.


What do we expect?

  • Preferably a university degree or equivalent, especially with main focus on Administration or Supply Chain Management. Alternatively an equivalent progressive working experience.

  • 2-4 years of experience in Customer Service or other similar related Order-to-Cash processes.

  • Strong communication and presentation skills.

  • Highly customer oriented.

  • Problem solving, decision-making and organizational skills.

  • Project and people management skills.

  • Ability to embrace change and be able to work in a changing environment.

  • Ability to lead and coordinate cross-country, virtual teams if needed

  • Fluent German (min. C1) skills both in the spoken and written form as a must, plus minimum B1/B2 degree of English

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at

Accenture Operations provides business process services for specific functions, including finance and accounting; procurement and supply chain; and marketing & sales. We operate business processes with a combination of talent and data, artificial intelligence, analytics and digital technologies, helping clients to improve their productivity, customer experience and performance.

If you are interested, please send your CV in English by clicking "Aplikuj teraz" button
When applying please enclose the below statement:

"I hereby consent to the processing of my personal data by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of May 10, 2018 on the Protection of Personal Data (Journal of Laws of 2018, item 1000) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive), necessary to carry out the recruitment process by Accenture . At the same time, I declare that I provide my personal data completely voluntary. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority."

Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.