Customer Service Specialist

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. Together we can renew the everyday, for a future beyond fossils!

Learn more about us as a workplace upm.com/careers

We are now looking for a Customer Service Specialist to join our team in UPM Business Hub Poland in Wrocław.

Greetings from your future manager

Join our fast-growing UPM Business Hub Poland and become part of the Customer Service team supporting UPM Specialty Materials. This is a great opportunity for someone who enjoys working closely with customers and wants to play an important role in international business operations.

Customer Service is at the heart of maintaining strong customer relationships and ensuring seamless collaboration between our customers and the business. In this role, you will work with customers, commercial teams, supply chain, and logistics stakeholders across multiple countries, supporting order fulfillment, international shipments, and trade-related processes.

We are looking for someone who enjoys interacting with customers, is highly detail-oriented, and takes pride in delivering accurate, high-quality outcomes. If you are experienced in international trade, curious, and enjoy solving challenges, I would be delighted to hear from you.

- Justyna Jankiewicz, Senior Manager, Customer Operations

What You Will Do

• Provide end-to-end support for customers, including handling commercial agreements, processing orders, monitoring inventory levels, and responding to inquiries in a timely and professional manner
• Coordinate customer orders and support the execution of domestic and international shipments, ensuring smooth collaboration between customers, logistics providers, supply chain teams, and commercial stakeholders
• Oversee the full order-to-cash process, including order entry, tracking order inflow, managing allocations, and supporting forecasting activities to ensure reliable supply and customer satisfaction
• Prepare, validate, and manage customer, export, and trade-related documentation required for international deliveries within the EMEIA markets, ensuring compliance with internal policies and applicable regulations
• Collect, analyze, and share relevant information related to market developments, customer feedback, product performance, and operational activities to support business decision-making
• Act as a key point of contact for customers and internal stakeholders, proactively resolving order, delivery, and logistics-related issues
• Support commercial initiatives, identify opportunities to enhance customer value, and contribute to business growth
• Carry out other tasks assigned by the manager that align with the role and contribute to team and business objectives

Who you are

• You are fluent in French, English and Polish, both spoken and written
• You have bachelor ’s or master’s degree, preferably in Information Systems/ Business Administration/Logistics
• You have a solid understanding of the Order-to-Cash process and experience working with ERP and CRM systems
• You have an experience in customer service, logistics, import/export operations, international trade, or supply chain environments will be considered a strong advantage
• You enjoy collaborating across functions in an international setting and possess excellent communication and interpersonal skills
• You are a team player with a proactive, solution-oriented mindset and a strong can-do attitude
• You are customer-focused, with a strong commitment to service excellence and building long-term business relationships
• You are highly detail-oriented and well-organized, with the ability to manage customer orders, international shipments, and trade-related documentation accurately while effectively prioritizing tasks and solving problems
• You have a mindset of continuous improvement and willingness to optimize processes. You are eager to learn, develop, and contribute to a dynamic international business environment

This is what we offer to you

• A meaningful job:We have an inspiring purpose “We renew the everyday for a future beyond fossils”.Ourworkisimpactfulandtransformative.
• 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 mitigation to enhancing biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about ourRewardingandourWays of working

Additionalinformation About The Position

This position offers a hybrid working model, combining remote work from home with regular on-site collaboration in Wrocław.

The position holder will report to Senior Manager, Customer Operations.

Country-specific information

If you have any concerns about the recruitment and selection process, you can report those online through the UPM Report Misconduct channel using the link:https://www.upm.com/investors/governance/compliance/reportmisconduct/

UPM business information

UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewablefibres, advanced materials, decarbonization solutions, and communication papers. In Poland, UPM is running two factories nearWrocław, a Human Resources Service Center in Kraków and UPM Business Hub at the heart of the city ofWrocław.At the moment, theWrocławHub brings together over 600 professionals in customer,supplierand 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 thebioeconomyand we lead the way towards a future beyond fossils.

Got interested? Join us on this exciting path! #growthwithUPM

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