Order Management Operations Coordinator

Viva.com is the first Tech Bank in Europe for businesses, serving 29 countries through its pan-European critical infrastructure for payments & banking services.

Viva.com’s offering spans across omnichannel payment acceptance, deposit accounts, card issuing, and a broad suite of financing solutions - including working capital and advance booking financing - alongside fiscalisation services, giving businesses across all verticals access to the tools they need to run their operations efficiently, on a single integrated platform.

Viva.com pioneered and leads in Tap on Any Device technology, enabling acceptance on any Android device or iPhone, while connecting directly to all major international and local card schemes, local payment systems, and alternative payment methods across Europe.

The Role

The Order Management Operations Coordinator provides timely, accurate and professional support to merchants, Sales, Logistics and other internal stakeholders regarding order-related requests and processes. The role supports the effective handling of merchant orders, terminal subscriptions, cancellations, withdrawals, stock requests, returns and order-related exceptions. It also coordinates with 3PL providers, warehouses and internal teams to facilitate the smooth execution of order management processes, while maintaining accurate order and inventory records across internal systems including CRM Dynamics and ERP.

Key Responsibilities

• Provide timely, accurate and professional customer care regarding merchant orders and related processes, documenting all relevant interactions and case updates in Dynamics CRM;
• Handle inquiries concerning terminal subscriptions, order status and Viva card orders, providing accurate information to merchants and internal stakeholders;
• Process order cancellations, withdrawal requests, subscription terminations and terminal returns in accordance with applicable terms and internal procedures;
• Handle approved Sales stock requests and coordinate ISV testing orders, ensuring that applicable approval and asset-return procedures are followed;
• Coordinate and communicate with 3PL providers, warehouses, couriers and internal stakeholders regarding order-related processes, deliveries, returns and operational exceptions;
• Process approved reseller, intercompany and internal transfer-order requests for supported European operations, in accordance with current logistics procedures;
• Identify order, terminal or inventory discrepancies and coordinate their investigation with the responsible internal teams or external partners;
• Maintain accurate case documentation, ensure appropriate follow-up and work in accordance with established service levels and standard operating procedures.

At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient.

Requirements

• Bachelor's degree in Business Administration, Management, Economics, Logistics or a related field;
• At least 3 years of previous experience in customer care, order management or a relevant operational coordination role. Experience in back-office operations, sales support or logistics coordination will be considered an advantage;
• Basic familiarity with ERP systems is desirable. Comfort with digital collaboration and productivity platforms is valued, as is openness to adopting AI tools and integrating them into day-to-day work.
• Experience with CRM or case-management systems is expected; familiarity with Dynamics CRM will be considered an advantage;
• Relevant training in customer service, logistics operations or process improvement is desirable but not mandatory;

• Good working knowledge of Microsoft Excel and other Microsoft 365 applications is important for this role;
• Excellent written and verbal communication skills in English are essential;

Benefits

Competitive compensation package;

Annual bonus based on your performance and targets’ achievement;

Private health insurance for you and your family;

Top of the Line tools and equipment;

Career development and regular feedback to develop your skills;

Employee Wellness Program like Daily group sessions led by professional coaches