Customer Service Representative (m/f/d) for the UK and Ireland Market - based in Warsaw.

What’s in it for you?

• Innovation – With eight product launches in the past year alone, we continue to push boundaries and bring meaningful innovation to the market. 

• Impact, great atmosphere, flat hierarchy – We offer a dynamic and inclusive environment where every team member has the opportunity to thrive and contribute to our mission.  

• A Team That Inspires – Work alongside a diverse, open-minded, and supportive team that encourages personal and professional growth.  

• Support & Well-Being – Benefit from our comprehensive Employee Assistance Program, providing guidance and support in times of need.  

• MyBenefit Program – A monthly allowance is provided for use on the “MyBenefit” portal, giving you access to a wide range of vouchers, training, fuel options and additional services. 

• Family First – Receive two weeks of paid Family Care Leave to support a sick family member or in the case of bereavement.  

• Vacation Time – In addition to your regular local vacation days, enjoy paid extra time off on December 24th and 31st.  

• Accident Insurance – Stay protected with comprehensive accident insurance during all business trips.  

• Private Health Insurance – You will join the company group health insurance contract with Luxmed Premium, that covers you and your dependents. 

• Pension scheme PPK – You can join the additional pension scheme with PEKAO TFI, with Penumbra paying 1,5% of your monthly gross salary. 

Main Responsibilities

• Take ownership of the end-to-end customer service experience for the UK and Ireland, managing the full order lifecycle from order entry and changes through to returns, complaints, and credit notes.
• Be a trusted point of contact for our customers, providing clear and reliable information on orders, deliveries, and order status.
• Work closely with Sales, Logistics, Finance, and other internal teams to resolve issues and keep orders moving smoothly and on time.
• Keep an eye on orders, reports, and KPIs, proactively identifying issues, correcting errors, and following up on actions to ensure timely completion.
• Manage day-to-day order-to-cash activities in SAP ERP, ensuring transactions are processed accurately and in line with our operational and quality standards.
• Bring your ideas and experience to the team by identifying opportunities to improve processes and the customer experience.
• Contribute to a collaborative team environment by sharing knowledge and supporting the onboarding of new colleagues.

What We’re Looking For

Fluent English (C1 level or above) is essential for the role. Strong additional European language skills are highly valued, reflecting the international nature of our customer base and team.
Experience in Customer Service or Order Management within a product-focused environment, with a good understanding of Order-to-Cash (OTC) processes and logistics flows.
Confidence working with ERP systems for order and transaction management. Experience with SAP would be a great advantage.
A strong customer mindset and sense of ownership, with the confidence to take initiative, solve problems, and follow through.
An analytical and solution-oriented mindset, helping you identify root causes, spot opportunities for improvement, and contribute to better processes.
The ability to stay organized and manage multiple priorities in a fast-paced, collaborative environment.
Experience in a regulated industry is a plus. Experience in Medical Devices, Pharma, or another healthcare-related environment would be particularly relevant.