Customer Service Representative for the DACH Market (m/f/d) - based in Warsaw

At Penumbra, innovation, teamwork, and initiative are more than values – they are the foundation of a workplace where every individual is encouraged to grow and make a real difference. We believe that the strength of our team lies in our diverse talents and shared passion for improving lives. If you’re looking for a role where your contributions matter, we invite you to join a company that values both personal development and impactful work.  

As a leading MedTech company, we are dedicated to providing cutting-edge solutions for conditions such as stroke, pulmonary embolism, deep vein thrombosis, and acute limb ischemia. Headquartered in Alameda, California, Penumbra has over 4,500 employees worldwide and generated revenues of approximately $1.2 billion in 2024. 

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 31st.  
• Boost Your Investments - Take part in our Employee Stock Purchase Program and enjoy 15% cashback on your investments.  
• 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

• Manage end-to-end customer service activities for the DACH market, covering the full order lifecycle including order processing, changes, returns, complaints, and credit notes, in line with company policies. 
• Serve as the primary point of contact for customers within the DACH region, providing accurate order, shipping, and status information. 
• Coordinate with internal teams to resolve order- and service-related issues efficiently and ensure timely execution of orders. 
• Monitor orders, reports, and KPIs to identify issues, resolve errors, and drive timely completion and corrective actions. 
• Process standard order-to-cash transactions in SAP ERP according to operational and quality guidelines. 
• Contribute to continuous improvement initiatives within the Customer Service team. 
• Support team effectiveness by assisting with onboarding and knowledge sharing.

 

What we are looking for

• Fluency in German (C1 minimum) to ensure clear, professional, and effective communication with customers and internal stakeholders. Proficiency in English (at least B1). Any other European language would be considered a plus. 
• 2 - 3 years' experience in customer service within a product-focused environment, with a strong understanding of Order-to-Cash (OTC) processes and logistics flows. 
• Familiarity with ERP systems for order and transaction management; experience with SAP is a strong advantage. 
• Strong customer focus and ownership, with the ability to resolve issues independently and ensure timely follow-up. 
• Analytical mindset, capable of identifying root causes, spotting opportunities for improvement, and contributing to process enhancements. 
• Comfortable working in a fast-paced, collaborative environment, managing multiple priorities effectively. 
• Experience in a regulated industry is highly valued, ideally Medical Devices, with pharmaceutical experience also relevant.

 

As we require fluent English skills and the process will involve English speaking colleagues, we are looking forward to receiving your CV in English. 

At Penumbra, we value your skills and qualifications above all else. We welcome candidates of any gender, ethnicity, religion, sexual orientation, or age. If you're skilled and a good match for our culture of collaboration, we want you on our team. 

To learn more about Penumbra's commitment to being an equal opportunity employer, please take a look at our AAP-Policy-Statement.