Customer Care Agent

Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients.

Want to help us make a difference?

Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients.

Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles.

Location: Warsaw

Work mode: Hybrid

Fixed-Term position: 12 months contract

Main purpose of the job:

As Customer Care Agent you will be responsible for « Offer to Cash » process. According to the customer portfolio allocated: develop customer intimacy; manage customer relationship; enhance customer satisfaction by providing quick and accurate responses; be in close collaboration with the Account Managers.

Reporting to the Customer Care Manager Distribution EU, your main responsibilities will cover:

• provide outbound calls to customers (phasing follow-up, orders, deliveries, complaints,…);

• create the contract, follow-up on contract phasing; register the spot contracts;

• create the Customer & Broker Rebate Agreement;

• receive customer Purchase Orders, analyze the PO in consistency with the contracts information and create/update the Sales Order accordingly in the ERP;

• follow up and monitor the Sales Order portfolio;

• in relationship with freighters /follow-up the deliveries and inform customers;

• provide the documentation attached to the delivery;

• manage the additional services linked to the delivery taking into account the customer segmentation and invoice the services according to the rules and the agreement in place;

• receive, manage and follow-up customer complaints; address the answer to customers based on SLA;

• issue credit and debit memo requests;

• based on the financial balance sheet (credit management): manage soft recovery actions for low risk or medium risk customers;

• follow up on billing due list (for end month closing);

• receive, review, handle and follow-up customer requests & samples – commercial, quality, product, supply chain domain; lead the internal coordination to obtain what is needed according to the SLA – answer to customers, get their feedback and assure the right level of customer satisfaction;

• contribute to enhance the Net Promotor Score by developing intimacy & relationship.

What will we love about you?

• Previous experience in a B2B organization (2 to 3 years).

• 3 years minimum in a similar function.

• Knowledge of the ERP/IS, Microsoft Excel, PowerPoint, SAP.

• Fluency of English required (written and verbal).

• Additional fluency (written and verbal) considered a plus: French/Russian/Lithuanian/Hungarian/Czech/Latvian

• Team player and ability to work in a multicultural network.

What will you love about us?

We offer you the opportunity to join a global Company where you gain international experience, working in a multicultural environment in our vibrant full of green Warsaw office

You will have a chance to develop professionally in the Company that values the culture of cooperation, and positive working environment.

We offer an excellent benefit-package.

If you identify yourself in this position, please apply by uploading your resume and let's start the journey together !

Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences.

Roquette believes Diversity, Equity and Inclusion must be woven into everything we do, from the products we make, through the relationships we build with our partners, and most importantly within the teams we create and how we interact together.

As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach, by creating a workforce that represents the world we live in, and the communities and customers we serve.

To find out more about our products, values and sustainable development ambitions visit us at and at

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