The Customer Service Representative is responsible for day-to-day order management, including receiving customer orders, cleansing orders, removing order blocks, processing change requests, resolving customer complaints, answering customers' questions via different communication channels such as phone or e-mail, and managing order releases. This role works with business partners in the supply chain and beyond to ensure on-time and complete delivery of goods. The Customer Service Representative helps drive customer loyalty and achievement of the company's sales and revenue objectives by delivering exceptional customer service across the designated area.
This role is the connection between the Supply Chain structure and our internal and external customers, so it is key to have a proactive attitude to create customer loyalty and contribute to the organization's success.
Key Accountabilities Administer day-to-day activities of customer order management, specifically:
Oversee customer orders, including order entry, order status, document creation, stock allocation, order release, shipment tracking, sales recognition, and document management.Regularly update customers, suppliers, and internal stakeholders on order status and any issues.Handle customer inquiries, process returns, and resolve customer issues promptly.Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.Identify potential obstacles in the fulfillment process, and work with stakeholders to take corrective action.Display a customer-centric attitude and maintain strong customer relationships, specifically:
Monitor and improve customer feedback systems.Understand customer expectations and translate the voice of the customer for internal stakeholders.Update and maintain presentations used in customer reviews.Identify and implement ways to better meet customer needs and provide superior customer service.Ensure clean and accurate data management and analysis, specifically:
Integrate customer data from various reporting channels as necessary.Produce and maintain reports presenting and analyzing key performance indicators.Support the preparation and review of internal and external scorecards.Drive continuous improvement in customer fulfillment systems and processes, specifically:
Monitor systems and processes to identify opportunities for continuous improvement.Develop and present recommended improvements to the Customer Service Manager.Uphold quality, safety, and compliance standards, specifically:
Model adherence to quality, compliance, and/or safety requirements.Complete all quality, safety, and compliance training within defined deadlines, and motivate others to do so.Report any quality, safety, or compliance incidents to the appropriate individuals and take immediate corrective action.Networking/Key Relationships This role requires frequent interaction with members of the customer service team, including the director, managers, team leaders, and other representatives. Additionally, this role communicates regularly with sales, logistics (including transportation and warehousing), accounts receivable, and planning to resolve issues and ensure that customer expectations are met. Externally, this role communicates regularly with customers to provide service updates.
Minimum Knowledge & Experience Required for the Position: This role requires a high school degree, preferably a bachelor's degree in International Trade, Supply Chain Management, Logistics, Business Administration, Engineering, or a related field.
This role requires two to three years of experience in international trade, supply chain, logistics, or a related function, and at least one year of customer service experience.
Commercial/selling experience is highly recommended.
Knowledge of master data and table files is a plus.
Advanced skills with Microsoft Office. Strong ERP (SAP) and CRM experience preferred.
Fluent in local language, English, and German. Other languages will be a plus.
Skills & Capabilities: The ideal candidate demonstrates the following traits:
Focuses relentlessly on customersWorks well under pressureWorks well in teamsPays attention to detailsThe ideal candidate has the following competencies and skills:
Soft Skills:
Communication skills, including verbal, written, and presentationAnalytical and problem-solving skills, including the ability to conduct a root cause analysisProject management skills, especially the ability to prioritize workAbility to multitaskHard Skills:
Proficiency in relevant software, such as ERP, CRM, and Microsoft Office
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