PIP Global Safety is one of the world's leading providers and manufacturers of personal protective equipment (PPE), trusted by workers and safety professionals across all industries and continents. With a 40-year legacy of innovation, quality, and responsiveness, we deliver comprehensive head-to-toe protection through a powerful portfolio of brands.
We are united by a common purpose: protecting workers around the world by providing solutions that ensure safety, enhance performance, and support well-being. Guided by our core values-integrity, innovation, accountability, tenacity, and customer focus-we are building a safer and more sustainable future. At PIP Global Safety, we protect people and the planet, one innovation at a time.
We are doubling our global footprint through the transformative acquisition of established brands such as North®, Howard Leight®, Miller®, Fibre-Metal®, Oliver®, Salisbury®, and more, bringing even greater innovation, expertise, and reach to our customers worldwide.
Join a fast-growing global organization where protection is more than a product-it is our purpose and our passion.
We are looking for a Senior Customer Experience Specialist M/F/X in Katowice, on a permanent contract, full time on Hybrid organization (3 days at office / 2 days at home). The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts, bringing customers, Sales, and Business Operations together.
They are responsible for commercial and operational activities as part of the Order-To-Cash process, including validation and booking of customer orders, managing order changes, providing status updates, and managing physical and financial claims, while maintaining strong alignment with all relevant internal functions as part of the end-to-end customer experience.
In addition, they work closely with Sales and other stakeholders to enhance customer satisfaction, support customer retention efforts, and contribute to the successful adoption of products and services through a high-quality customer experience.
Key Responsibilities for this role :
Pre-Order Entry :
- Timely gather all relevant info to accurately respond to all customer queries related to: product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
- Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc.)
- Other customer special requirements
Order Entry :
- Validation and order entry of customer purchase orders within defined target
- Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc)
- Covers order scheduling according customer specific requirements as well as internal stock availability
- Set up, document and maintain the order entry process for assigned customers
Customer Growth & Commercial Support :
- Supports Sales by providing customer and operational insights, and assisting with follow-up actions for key accounts.
- Builds positive customer relationships through timely communication, issue resolution, and delivery of a high-quality customer experience.
- Identifies customer needs and potential opportunities based on customer interactions and escalates relevant information to Sales when appropriate.
- Contributes to customer satisfaction and retention by ensuring a seamless end-to-end order-to-cash experience.
Backlog Management :
- Act as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
- Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
- Communicates proactively with customers, providing relevant information regarding potential delays and status updates.
- Performs regular backlog management activities and reporting to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
- Supports revenue maximization activities (drop ship, expedite requests, etc.) and partners with the demand & forecasting teams.
Claims management :
- Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments
- Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
- Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices
Continuous Improvement :
- Applies continuous improvement methodology, quality standards and process compliance in day-to-day activities.
- Identifies and reports process deviations, exceptions, and improvement opportunities, while supporting the implementation of process enhancements and sharing best practices.
- Participates in current projects related to process improvements, task automation, process standardization and data updates. Performs assigned tasks and testing activities based on project requirements.
Transition, Knowledge Transfer & Documentation Support :
- Supports the maintenance of process documentation, standard operating procedures, and customer-specific work instructions.
- Participates in transition-related activities, including knowledge transfer sessions, stakeholder meetings, and coordination tasks.
- Takes part in knowledge transfer and shadowing activities to gain understanding of customer requirements, processes, and operational workflows.
- Assists in reviewing transition documentation and highlights potential process gaps, risks, customer-specific requirements, or backlog items to relevant stakeholders.
- Supports ERP, CRM, call center, and other system implementations or migrations as required.
- Provides support during onboarding and knowledge transfer activities for new team members.
- Develops effective working relationships with counterparts and cross-functional stakeholders to support collaboration and information sharing.
- Contributes to knowledge sharing by providing process updates, customer-specific information, and best practices to support service continuity and operational consistency.
Skills requirements for this role : - Bachelor's degree or equivalent professional experience.
- Business fluent in written and spoken English and French
- 2+ years Customer Support experience and/or equivalent in supply chain / order management / order to cash related experience
- Knowledge/experience with CRM/ERP system business processes
- High level of MS office skills (Excel, Word, Outlook, PowerPoint)
- Experience with customer tools/portals is considered an advantage
- Self-motivated with strong communication skills, positive and results-oriented attitude
- Excellent written and spoken communication skills (phone, mail, email)
- Ability to collaborate effectively with Sales teams and other stakeholders to deliver a positive customer experience
- Financial understanding of the Order-to-Cash process is a plus