Customer Service Specialist

Customer Service Specialist

Part of the global bioeconomy, Stora Enso is a leading provider of renewable products in packaging, biomaterials and wooden construction, and one of the largest private forest owners in the world. We believe that everything that is made from fossil-based materials today can be made from a tree tomorrow. We employ approximately 21,000 people.

We are looking for a Customer Service Specialist for BA Containerboard, Team Overseas Customer Service fluent in English. You will be important, first contact point for international Customers, whom we deliver order fulfilment and knowledge services. You will uphold strong relationship with the customers and admin orders from inquiry to delivery, to meet customers' expectations. Your work is supported by modern technology, Salesforce as platform for managing customer contacts and communication.

About the position

The Export Documentation Team provides specialized support, focusing on key areas such as export documentation and invoicing, compliance with internal and external controls, commission processing, and issuing credit notes related to quality and administrative claims.

This role serves as a knowledge resource for frontline customer service, ensuring tasks are completed accurately and on time. It also plays a vital part in delivering export documents promptly, enabling smooth and cost-free goods collection for customers. Additionally, the role involves resolving minor order-related issues and contributing to improvements in system processes.

Key responsibilities

• Customer & Market Insight. Learn what customers and the market need to help the business grow and succeed.
• Export Documentation Excellence - Prepare and deliver all standard and customer-requested export documents with high quality and punctuality.
• Ensure timely processing of mention export documentation (e.g., Bill of Lading, Invoices, Letters of Credit, Certificates of Origin, Export Collection, T1, EAD) in compliance with EU regulations, tax and customs laws, customer specifications, and SE internal policies. Prepare additional customer-requested documents (e.g., quality reports, long-term supplier declarations)
• Expert Support – Give advice and help with export documents, invoices, and credit processes.
• Follow Rules – Make sure all work follows company policies, the code of conduct, and required standards.
• Improve Results – Spot problems and take action to make things work better.
• Act as the primary point of contact for external audits, ensuring timely collection and submission of required evidence
• Provide coverage for team members during absences
• Adhere to stakeholder OLA requirements
• Maintain data accuracy in relevant tools (e.g., Celonis, Fenix)

Qualifications

• University degree on relevant field
• Minimum 1-3 years' experience, preferably in Supply Chain area
• Strong communication skills
• Service and problem-solving mindset with attention to details
• Ability to perform under pressure
• Positive, proactive and customer focused attitude
• English full working proficiency, any other language is an asset (e.g. Spanish, Italian, French or German)

We offer you development opportunities for professional growth through trainings, promotions, implementation of state-of-the-art tools and development projects. You have possibility for Hybrid work with 3 days in office per week.

What we offer

By joining us, you will be part of our diverse working culture supporting you to explore new perspectives and develop professionally. You will contribute towards a more sustainable world, as we believe that anything made from fossil-based materials today can be made from a tree tomorrow. To keep you going safely, we support your physical and mental wellbeing.

Data provided outside of the Polish Labor Code's requirements (name, surname, parents' names, date of birth, residential address, data on education, skills and experience, completed schools and studies, training and courses, previous employers, positions and professional duties) will be processed based on your consent.

To record your consent, please include the following clause in your CV: "I consent to the processing of personal data contained in the application documents sent by me that are not required by the Polish Labor Code for the purposes necessary for the implementation of current and future recruitment processes by Stora Enso Group. I am aware that I may withdraw this consent at any time by contacting Stora Enso by sending email to data.privacy@storaenso.com."

For more information on how Stora Enso processes your personal data and for your other rights, please review our Privacy Notice on www.storaenso.com/privacy.