Customer Service and Operations Assistant

Department: Operations
Location: Warsaw Office, Poland.

Sproud is expanding our operations and have just opened a commercial office in Warsaw, Poland. We are now looking for a service minded Customer Service and Operations Assistant. You are in the beginning of your career and have 1-2 years work experience. You will be responsible for handling customer inquiries in all incoming emails and channels and assisting with operational tasks to ensure smooth end-to-end order fulfillment. Your responsibilities will include overseeing order processing for East Europe, warehousing, transportation, import and exports.

About Sproud:

From the very beginning, in 2018, our goal was to create the best product for you and for the planet. A product that would be equally tasty and creamy as healthy and nutritious. In other words, a product we could be proud of. We called it Sproud!

Many things have changed since our humble beginnings; however, our core belief remains the same. To empower change through positive reinforcement. We believe that to create a sustainable planet, every little effort should be celebrated. Today we have grown to be 15+ full time employees, serving customers around the world as Sproud is now sold in almost 30 countries, from South Korea to Canada. The portfolio today consists of a range of plant-based milks that taste fantastic and has the category's lowest carbon footprint and there is exciting NPD on the horizon.

About the role:
As the Customer Service and Operations Assistant at Sproud, you will be part of our European and global operations team and will be based at our office in Warsaw.

This joint role is responsible for handling customer inquiries in all incoming emails and channels and assisting with operational tasks to ensure smooth end-to-end order fulfillment. Your responsibilities will include overseeing order processing for East Europe, warehousing, transportation, import and exports.

You are service-minded, thrives in a dynamic environment, enjoys multitasking. Your written and spoken English is excellent.

You will work as a part of the Operations Team and will contribute to it with your high energy and willingness to succeed. You will interact with B2B customers to process their orders, manage the daily customer service of our D2C business and complete weekly reporting for internal review. The Day-to-day the role will be based in the Poland and reporting to the COO based in Sweden.

Key aspects of the role:

• Serve as the primary point of contact for consumers and customers via email, whatsapp and other channels. Respond to customer inquiries, requests, and complaints in a timely and professional manner.

• Provide exceptional customer service to D2C customers, addressing product queries, managing delivery issues or supporting on subscription changes.

• Build and maintain positive customer relationships to ensure satisfaction and retention

• Ensure accurate and timely processing of all the orders in East Europe, including coordination with our third-party logistics partners

• Manage all documentation and compliance requirements for international shipping

• Monitor and track shipments to ensure on-time delivery to global destinations

• Resolve any issues related to customs, shipping, authorities and delivery to ensure a smooth export process.

• Build strong relationships with our warehouse, distributors, customers and delivery partners to quickly solve problems when they arise

• Closely monitor all warehouse and distribution costs including courier expenses

• Support emissions tracking and the shift to fossil free fuel.

The person we need is:

• Have a can-do attitude and strong administrative capabilities.

• Have experience in an administrative or co-ordinating role. Being service-minded is critical. (It is beneficial with experience from transport coordination in previous roles)

• Excellent English language skills (written and oral) are required.

• Very service-minded and comfortable learning new skills on a regular basis

• Enjoy variety in the day-to-day work routine and easily moves between tasks

• Are comfortable working autonomously and effective at managing own time

• Are driven and commercially minded

• Have strong interpersonal and relationship skills

• Passionate about people and planet, championing the green agenda to create a more sustainable future. Are organised, detailed oriented and thorough

About our team:

Our global team is a great group of passionate people on a mission.
We know time is critical when it comes to changing habits contributing to climate change, so there is an urgency to the way we work. We want people to join our team who think big but aren’t afraid roll up their sleeves and get their hands dirty. As we are a scale-up company in rapid growth, new challenges arise on the daily, but we are agile, high energy, creative and bold and will support you in breaking down any obstacles blocking the path to success.

Equal Opportunities

Sproud is an equal opportunities employer. We are committed to embracing diversity, inclusivity, and equal opportunity in all aspects of our business. Respect is an integral part of our values, and we are building a team that represents a variety of backgrounds, perspectives, and skills because the more inclusive we are, the better our work will be. As part of Sproud’s ongoing pledge to increase equality within our organisation, we anonymously review CVs/Resumes within our recruitment process, otherwise known as “Blind CV Reviews”.