Customer Service & Claims Specialist For UKI Market (Customer Support)

TL;DR

Customer Service & Claims Specialist (Customer Support): Managing the full order lifecycle and customer claims for the UK and Ireland markets with an accent on operational excellence and financial accuracy. Focus on resolving delivery and billing issues, coordinating with supply chain teams, and managing end-to-end claim deductions.

Location: Hybrid in Katowice, Poland

Company

hirify.global is the world’s leading tea business, home to iconic brands like Lipton, Pukka, Tazo, T2, Lyons and PG Tips.

What you will do

• Manage customer accounts for the UK and Ireland markets, overseeing the full order lifecycle from processing to delivery.
• Resolve delivery, billing, and master data issues, including failed iDocs.
• Own the end-to-end customer claims and deductions process, from registration to financial clearing.
• Coordinate with Credit Control, Planning, and Logistics to ensure smooth order fulfillment.
• Monitor service KPIs (OTIF, cancellations, delays) and prepare operational reports.
• Collaborate with Sales, Finance, and external providers to improve processes and support audits.

Requirements

• Fluency in English
• Interest in supply chain, logistics, or customer service processes.
• Strong communication skills and a customer-oriented mindset.
• Ability and willingness to learn quickly in a dynamic environment.
• Strong organizational skills and attention to detail.
• Team player mindset with a “can-do attitude”.

Nice to have

• Experience in Customer Service or Order to Cash related roles.
• Basic knowledge of SAP and/or Excel.

Culture & Benefits

• Yearly salary review and annual bonus based on company and individual performance.
• Private medical care and employer-paid life insurance.
• Monthly MyBenefit cafeteria points and holiday reimbursement.
• Access to discounted company products.
• Structured onboarding and continuous learning opportunities.

Hiring process

• Usually consists of 2-3 stages depending on the seniority of the role.
• CV review typically occurs within 2 weeks.