Senior Customer Service Analyst

Position: Senior Customer Service Analyst
Location: Katowice Hub, Poland, Hybrid

About the Position

As a Senior Customer Service Analyst, you play a critical role in ensuring product availability and smooth order execution across the supply chain. The role combines proactive inventory risk management with strong coordination across commercial, supply, and logistics teams to support service levels and customer satisfaction. You translate data into actionable insights, communicate risks and solutions to stakeholders, and contribute to continuous improvement through structured processes, clear documentation, and performance reporting. Acting as a key point of contact for both internal teams and customers, you help resolve issues efficiently while supporting a reliable and responsive order‑to‑delivery flow.

Responsibilities include:

• Support end‑to‑end order processing and risk mitigation to ensure product availability and high customer satisfaction.

• Analyze inventory health (e.g., Days on Hand) and propose mitigation actions (production advancement, stock movements).

• Maintain Forecast Risk Management (FRM) inputs, including availability dates, weekly shortages, reason codes, and PIPO/relaunch tracking.

• Execute order entry and maintenance across BOT, EDI, manual (SAP/Zendesk), and RPA processes.

• Coordinate outbound deliveries, prioritize transports, and process returns (e.g., ZRE via SharePoint).

• Liaise cross‑functionally with Demand Planning, Quality, Production, Transport, and Logistics to expedite releases and resolve issues.

• Handle customer and internal inquiries, promotions, ATP switches, and postponements.

What Does It Take to Be Successful?

You bring experience in supply chain, order management, or customer service operations, along with a strong analytical mindset and solid problem‑solving skills. You are comfortable working with data and are proficient in Excel and reporting tools, with the ability to turn insights into clear actions. You have a working knowledge of SAP and exposure to automated order flows such as EDI, BOT, or RPA; experience with Zendesk is a strong plus. You communicate clearly and manage stakeholders effectively, and you are able to juggle multiple priorities in a fast‑paced, dynamic environment. Fluency in English is mandatory, while proficiency in additional languages is a plus.

What’s Next?

If this position sounds interesting, please hit the apply button now! If you have additional questions, you can send me, Joanna Fac, an email to [email protected].

We understand your resume might not be up to date and recommend that you apply with what you have or your LinkedIn Profile. Flora Food Group is dedicated to building an inclusive and diverse workplace, we understand that you might not meet all the requirements stated in the description, but we encourage you to apply anyway. You might be the right candidate for this role or other roles. 

Flora Food Group is an employer committed to diversity and inclusion in the workplace and equal opportunities for all. We recruit based only on values, qualifications, performance, skills, behaviours, experience, and knowledge. We ensure job advertisements are free from unintentional bias.

No personal characteristics should be a barrier to joining Flora Food Group. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other personal characteristics.