ANNA ŁACZMAŃSKA

Handle complex tasks and contribute to advanced projects using expertise
• Manage service contract documentation, installations, service cases, maintenance, inventory, invoicing, and returns, solving idocs
• Make significant decisions within project area to influence outcomes
• Support operations and enhance efficiency within defined procedures
• Adhere to GxP regulations by following Standard Operating Procedures (SOPs), maintaining accurate and complete documentation, ensuring rigorous quality control, and completing all required training
• Commit to regulatory compliance, continuous improvement, and meeting individual job requirements to contribute to organizational compliance

• Support customers through management of incoming orders, preparation of documents
• Coordinate with sales, production, planning and creation of shipping documents and invoices
• The interface person between Sales, Finance and Manufacturing teams to ensure compliance with Customer appointments, taking into account internal processes and requirements
• Arrange pickup by/delivery to the customer when order is ready
• Liaise with clients, suppliers and service providers
• Billing of reimbursements, complaints and returns processing
• Maintaining sales forecast in the planning tool
• Internal and external reporting on customer service topics
• Experience in SAP ERP/ARP module
• Support with introduction of new products i.a. sampling
• Organize and maintain both electronic, hard files and records, main contacts and database customers

• Responsible for operational part of Backoffice team such as preparing schedule on a daily basis with division for the markets and tasks
• Supporting Back office agents in daily work, handling BO agents' questions and queries, providing feedback, escalating customer main issues
• Managing 9 markets: PL, RU, HU, BG, RO, HR, CZ, SK, TR
• Cooperation with carriers - resolving current customer delivery order problems, providing feedback regarding all distribution delivery issues
• Contact with IT / daily cooperation with incident coordinators - escalating unresolved customer order and account issues
• Contact with Business Experts (being involved in new projects such as new carriers and services for the markets, new payment methods, implementing and introducing to internal departments all customer account improvements given by business experts)
• Very close cooperation with warehouse - participation in regular meetings with local warehouse and logistics representatives in order to reach exceptional customer service
• Cooperation with accounting
• Working with systems and payment platforms such as: ServiceNow, SAP, CRM, Cybersource, Adyen, Przelewy24, Iyzico, Gift card - SVS ecommerce, SVS OSI, JIRA platform
• Cooperation with Security responsible and data privacy coordinator handling legal complaints, monitoring frauds and GDPR regulations
• Cooperation with controllers
• Outsourcing partners - being involved in transition with outsourcing partners, operational part and monitoring issues, providing accesses and feedbacks etc.

• Support first line agents for following markets PL, RU, HU, BG, RO, HR, CZ, SK, TR
• Follow up on delivery investigations opened by first line agents
• Open and handling IT issues
• Handle carrier and distribution issues
• Warehouse inquiries (shipments, returns, item checks etc.)
• Escalations from first line (language support)
• Claims and updating statistics for missing parcels
• Contact with Accounting and Financial Department to raise issues with payments (knowledge of SAP - making manual compensations, postal money orders, checking transactions in SAP, sending payment confirmations, handle invoices)

• Supervising team of over 20 people to contribute effective performance of the store, promoting sales and maintaining company standards and good customer service, understand the market by monitoring the local area and competitor activity to maintain competitive advantage
• Ensure stock levels are sufficient to maximise sales across department, through effective use of the PSR system
• Using available reports maintain a full knowledge of department sales, figures, budgets and SPV (Selling Price Variance) to maximise sale and performance
• Implement relevant systems and procedures to minimise stock loss and ensure it is within company limits
• Optimise staff morale and promote a positive work environment whilst ensuring staff are fully aware of their obligations in relation to company policy
• Plan and carry out regular staff training sessions and new starter inductions
• Ensure that all methods of work are carried out according to policy on EHS, provide full training every three months regarding health and safety procedures (manual handling, working with the equipment - ladders, cages, trolleys)
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.