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Customer Operations Coordinator

Date:  Jul 5, 2024

Bydgoszcz, PL, 85-758



Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.  





The role will be responsible for one of our major customer to ensure repair priorities, go between Customer, Repair center and Ingenico Operations. This is an individual contributor role who will cooperate with many stakeholders and Customer.


(Please note that after validation of the probation period, we offer our employees the possibility to work from home up to 60%).


Your day-to-day responsibilities include :

    • You are responsible to follow up the planning repair
    • You participate to the Weekly production meetings with Repair center and Customer  reviewing Capacity, output and SLA performance
    • You gather and analyse data to support answering questions from customers
    • You shall ensure any customer performance queries are dealt with in a timely manner and to their satisfaction
    • You will participate to improvement projects for all EMEA entities
    • You ensure to meet the customer SLA (90% of repair made within 14 days)
    • You ensure backlog level is stable
    • You detect and report potential blocking points to the management
    • You collaborate proactively and co-ordinate with internal stakeholders like Sales, Operations, Finance and Logistics teams aiming for customer satisfaction and on-time delivery
    • You communicate with customers through various channels, including phone, online video calls and email with support SAP and Repair system
    • You handle customer repair requests in related to samples and technical documentation



Skills we can’t do without:

    • Previous job in a similar role and have a customer experience knowledge
    • Ability to work within and adapt to a fast moving ,changing and digital environment
    • Autonomous, problem solving, excellent communication
    • Ability to be assertive and communicate effectively
    • Ability to work on your own initiative to demanding timescales
    • Good knowledge of Microsoft Excel and a good working knowledge of all other Office365 applications
    • English and Polish  at very good level


Skills we’d like:

    • Working knowledge of SAP
    • Fast IT learning Skills (IRP, our in-house developed repair tool) Power BI


As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

To learn more about what it's like working inside Ingenico, follow us on LinkedIn

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