Senior Customer Service Associate

As a Senior Customer Service Associate on a 12-month fixed-term contract, you will take ownership of the end-to-end order management process for complex and high-priority customer accounts. Your role is pivotal in delivering outstanding service to both internal and external stakeholders, ensuring seamless coordination across multiple functions.

 

In this role, you’ll work closely with a team of six and report directly to the Customer Service Associate Manager. You’ll collaborate cross-functionally with the transport team, supply planners, and finance. Your role will be based on a hybrid working basis in Warsaw.

 

A Taste of What You’ll Be Doing:

• Customer Order Management: Oversee the full order lifecycle—from placement to delivery—for strategic, high-value customers, ensuring accuracy and timeliness.
• Prioritization & Service Excellence: Ensure top-tier service for priority customers by managing product availability and proactively addressing potential issues.
• Cross-Functional Collaboration: Work closely with Sales, Transport, Supply Planning, and Finance teams to align on customer needs and resolve supply chain challenges.
• Exception Handling: Engage with commercial stakeholders to resolve escalations, influence prioritisation decisions, and implement solutions for delivery and capacity constraints.
• Product Launches & Changes: Coordinate the accurate and timely ordering of new product developments (NPD), delists, special packs, and new listings.
• Customer Communication: Provide clear, proactive updates to customers and distribution partners regarding service levels, delays, shortages, and alternative solutions.
• Customer Insight: Maintain a deep understanding of customer strategies, policies, and key contacts, while aligning with Kellogg’s terms of sale and internal procedures.
• Process Accuracy: Partner with internal teams and third-party providers to ensure precise and timely order processing, implementing corrective actions as needed.
• Continuous Improvement: Identify and drive service and cost improvements through root cause analysis and trend monitoring.
• Escalation Management: Serve as the first point of contact for escalated queries from customers and sales, escalating further when necessary.

 

We’re Looking for Someone With:

• Proven experience managing large, complex customer accounts with a strong grasp of customer relationship and order management principles.
• Proficiency in ERP systems (preferably SAP) and Microsoft Office Suite.
• Excellent communication skills—both written and verbal—with the ability to present clearly and confidently.
• Strong analytical, problem-solving, and decision-making abilities.
• Effective negotiation skills and the ability to manage competing priorities under tight deadlines.
• A collaborative mindset and the ability to thrive in a team-oriented environment.

 

What’s Next

 

After you apply, your application will be reviewed by a real recruiter, so it may take us a few weeks to get back to you by email or phone. Visit our How We Hire page to get insights into our hiring process and more about what we offer.

 

Need assistance throughout the application or hiring process? Email European.recruitment@kellanova.com

 

If you join our team, you’ll be rewarded for the difference you make. Our comprehensive benefits offer you the support you need through your life events, big or small. Visit our benefits page & be sure to ask your recruiter for more specific information.

 

Get to Know Us

 

At Kellanova, we are driven by our vision to be the world’s best-performing snacks-led powerhouse, unleashing the full potential of our differentiated brands and our passionate people. Our portfolio of iconic, world-class brands include Pringles, Cheez-It, Pop-Tarts, MorningStar Farms, Special K, Krave, Zucaritas, Tresor, Crunchy Nut, among others.

 

Kellanova’s Culture of Best means we bring our best to all that we do