Ewelina Śmiecińska
Customer Service Representative
Warsaw
Summary
Well organized customer service professional with 10+ years of experience, driven by Lean Sigma DMAIC methodology. Motivated to maintain customer satisfaction and contribute to company success. Seeking to continuous improvement and self development in SAP, passionate about SD module and proficient in sales and distribution processes. Experienced in system transitions and companies merge as a business expert, data provider, responsible also for data clean-up.
Overview
10
10
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Care Representative
Boston Scientific
08.2023 - Current
- Prepare and monitor shipments, check POD and take immediate actions in case of any delays.
- Arrange collections upon confirmation of necessary pick-up data with customers over the phone.
- Assist call-in customers with questions and orders.
- Issue invoices for DACH customers (incl. proforma invoices for Swiss customers).
- Collaborate daily with sales representatives and product planners to resolve complex issues and out ouf stock / limited stock situation in a timely manner.
- Maintain and manage customer files and databases in Service Cloud.
- Monitor market needs and demand by checking products availability, running decommitments and soft allocations.
O2B Senior Export Analyst (CEE Team)
Elanco Solution Center
04.2023 - 07.2023
- Took part in the SAP S/4 HANA rollout as business expert.
- Manage the day-to-day O2B operations in export and domestic business by order placement, credit note issuance, returns and complaints handling.
- Support global and regional O2C projects, maintaining efficient and compliant business operations.
- Communicate, report and solve issues within O2B operations area, ensuring smooth process flow.
- Review key metrics to ensure KPIs are being met.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
Customer Service Associate
Elanco Poland
11.2020 - 03.2023
- Participate in transition project as a data provider and tester, responsible for knowledge sharing between teams, ensuring data correctness.
- Perform daily O2C operations in orders, returns and claims handling area.
- Work closely with Heads of Sales on upcoming changes in price lists and settlement of special promotional offers.
- Cooperate with global teams and stakeholders, ensuring proper orders and claims management (Quality, Finance, Supply Chain, Regulatory Team).
- Perform monthly SOX controls related to CMD changes and credit notes correctness.
Customer Service Associate
Elanco Tiergesundheit
06.2020 - 10.2020
- Process manual orders in ERP, monitor and resolve all issues related to order entry processes.
- Enhance customer satisfaction by effectively addressing inquiries and resolving issues.
- Maintain a high level of product knowledge, providing accurate information to customers and sales team over the phone and e-mail.
- Collaborate with team members to achieve monthly targets and optimize workflow efficiency.
- Handle customer complaints and returns professionally, resulting in satisfactory outcomes and positive feedback.
- Cooperate daily with the warehouse and forwarder, ensuring timely orders delivery.
- Be the backup for Hungarian Team in case of absences.
- Maintain SOP documentation for Order Management processes.
Service Operations Specialist
Elekta Business Services
03.2020 - 05.2020
- Create Service Invoices, settle service orders of engineers.
- Generate proposals for the renewal, extension of existing contracts.
- Distribute notices with recommendation of performing necessary modification/update of a tool.
- Monitor validity of calibration certificates and enter new tools to the system.
Customer Care Coordinator
Medtronic Poland
01.2018 - 02.2020
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns as well as implementing of preventive/corrective actions.
- Daily work coordination of the Order Entry team (workload monitoring, team work reorganization, managing the work schedule).
- Daily work coordination of the Order Entry team (workload monitoring, team work reorganization, managing the work schedule).
- Control day-to-day operations via Inbox and SAP monitoring to ensure timely order entry.
- Reports monitoring focused on potential issues identification and providing/implementing solutions.
- Support new hire integration through mentoring & training based on identified needs.
- Maintaining trainings documents.
- Responsible for Master Data.
Senior Customer Service Representative
Medtronic Poland
07.2016 - 12.2017
- Cooperate with sales representative to ensure execution of business goals.iving..
- Monitor and handle all incoming e-mails covering Backoffice Shared Service Center processes in a timely manner
- Cooperate with sales representative to ensure execution of business goals
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Delivering trainings for new hires.ernal department to ensure deliveries and invoices in a timely manner..
- Responsible for maintenance of data accuracy of Master Data
- Delivering trainings for new hires
Junior Customer Service Representative
Medtronic Poland
12.2013 - 06.2016
- Verification od orders accuracy with a thorough understanding of customer fulfillment requirements.
- Accurate and timely order data entry in SAP.
- Maintaining good communication with stakeholders (Front Office, sales representatives, Supply Chain).
Education
SAP ERP in Practice
Kozminski University
Warsaw, Poland06.2024
Master of Science - Applied Linguistics
University of Warsaw
Warsaw, Poland 04.2001 -
Skills
Certification
Lean Sigma DMAIC Problem Solving Certificate
Timeline
Customer Care Representative
Boston Scientific
08.2023 - Current
O2B Senior Export Analyst (CEE Team)
Elanco Solution Center
04.2023 - 07.2023
Customer Service Associate
Elanco Poland
11.2020 - 03.2023
Customer Service Associate
Elanco Tiergesundheit
06.2020 - 10.2020
Service Operations Specialist
Elekta Business Services
03.2020 - 05.2020
Customer Care Coordinator
Medtronic Poland
01.2018 - 02.2020
Lean Sigma DMAIC Problem Solving Certificate
06-2017
Senior Customer Service Representative
Medtronic Poland
07.2016 - 12.2017
Junior Customer Service Representative
Medtronic Poland
12.2013 - 06.2016
Master of Science - Applied Linguistics
University of Warsaw
04.2001 -
SAP ERP in Practice
Kozminski University
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