Senior Customer Service Analyst (m/f/d)

The Practical Detail
Location: Katowice
Working model: Hybrid
Contract type: Temporary with possibility to permanent

Why this role matters
In your first year, you will ensure smooth order and delivery management, preventing shortages and resolving complex fulfilment issues to protect the customer experience across multiple markets.
This role is vital to Flora Food Group’s ability to deliver better food by managing inventory risks and coordinating across teams to keep products flowing to kitchens everywhere.
You will be at the heart of the customer and supply-chain operation, using data and collaboration to solve real problems that impact taste, nutrition, and reliability.
Your work will directly support the long-term goal of building a more delicious and sustainable food future.

What you'll do

• Execute and monitor order entry through automated and manual channels, managing amendments and delivery blocks to ensure accuracy.
• Monitor inventory health and availability risks, recommending actions to prevent stock shortages and maintain supply continuity.
• Respond to customer and internal inquiries, investigating delivery issues and agreeing practical resolutions with stakeholders.
• Coordinate cross-functional teams including Sales, Planning, Logistics, and Finance to resolve exceptions and escalate high-impact risks.
• Produce operational reports and support continuous improvement by identifying recurring issues and contributing to process enhancements.

Performance
You will own the accuracy and timeliness of order processing and inventory risk management, measured by service levels, order automation rates, ticket resolution times, and call answer rates.
Your data-driven approach will enable faster, more reliable decisions that improve customer satisfaction and operational efficiency inch by inch.

Care
Reporting to the Team Leader, you will work closely with a dedicated customer service team and multiple internal functions across markets.
You will demonstrate responsible leadership by managing risks transparently, collaborating respectfully across cultures, and ensuring sustainable decisions that protect the customer experience.
Your role supports long-term operational stability and builds trust with customers and partners alike.

Passion
You are curious about the root causes behind order and delivery challenges and take pride in solving them with precision.
Your passion for food drives you to ensure that every product reaches kitchens on time, maintaining the taste, nutrition, and reliability Flora Food Group is known for.
You bring energy and care to your work, knowing that your role is essential to the food culture and innovation that shape the future of better food.

About you
You have relevant experience in customer service, order management, or supply chain operations, with strong analytical skills and confidence working with operational data.
You communicate clearly in English and preferably another European language such as German.
You are comfortable working independently within defined processes, taking ownership of exceptions, and escalating when needed.
You thrive in a fast-moving environment, balancing detailed transactional work with cross-functional problem-solving.
You are calm under pressure, proactive, curious, and persistent in following actions through to completion.
You are collaborative and respectful, able to explain complex issues simply and work effectively across teams and cultures.
You take pride in working for a company with over 150 years of expertise in food, and you understand that excellent work in every function is what allows Flora Food Group to put better food on tables around the world. You bring the same rigour and care to your discipline that our teams bring to every product, because how we work is as important as what we make.

Where this could lead to
This role typically leads to a Team Leader position or opportunities in other functions within Flora Food Group.
Growth usually occurs as you deepen your expertise and take on broader responsibilities in customer service or supply chain management.

What's next
If this opportunity sounds exciting, we'd love to hear from you.

Apply before: 27-Nov-2026
For questions about the role, please contact:
Marie Mantel
marie.mantel@florafg.com

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.