International Customer Operations Manager

We are seeking an experienced and dynamic International Customer Operations Manager to join our growing team. This role is pivotal in ensuring world-class service delivery to our global customers while leading a high-performing team. The ideal candidate will combine strategic leadership with hands-on operational expertise, driving efficiency, process improvements, and exceptional customer experiences across diverse markets. If you thrive in a fast-paced, international environment and are passionate about building strong client relationships, we’d love to hear from you.

Location: Kraków, on- site

Key Responsibilities:

• Lead and manage Customer Service Team for international markets, ensuring high levels of service and customer satisfaction across worldwide markets.

• Act as the main point of contact for key international customers and distributors regarding order management, delivery timelines, and issue resolution.

• Oversee the end-to-end order-to-cash process (OTC), ensuring accuracy and timely processing of customer orders.

• Collaborate closely with internal departments such as International Sales, Logistics, Planning, Finance and Export to ensure smooth operations and customer satisfaction.

• Monitor and report KPIs (service level, order accuracy, etc.) and implement necessary corrective actions.

• Possess strong focus on cost-efficiency and operational productivity.

• Ensure compliance with Export regulations, Incoterms, and international shipping/documentation requirements.

• Manage escalations and complex cases professionally, maintaining positive relationships with clients and partners.

• Initiate and lead improvement projects to streamline customer service processes and enhance customer experience.

• Support new market launches and customer onboarding processes.

• Participate in cross-functional projects as the voice of the customer.

Requirements:

• Minimum 5 years of experience in a Customer Service / Order Management / Logistics roles, preferably in FMCG or a similar fast-paced international environment.

• Solid knowledge of international trade and export procedures.

• Knowledge of export documentation, customs clearance, and Incoterms required.

• Proven experience managing teams or coordinating cross-functional work.

• User experience with systems supporting order management (ERP/WMS) and customer management (CRM).

• Excellent communication, organizational, and problem-solving skills.

• Ability to work under pressure, multitask, and manage priorities in a dynamic environment.

• Analytical mindset with attention to detail and a customer-centric attitude.

• Fluency in English is required.