Customer Service Representative - DACH
This position plays an integral role in achieving the business objectives by effectively managing the flow of incoming and outgoing communications with our Customers and the Sales Channels. Our Customer Service team is the primary point of contact for all things related to our customers such as order entry and status, product inquiries and general account management, including complaints and returns processing.
We interface internally with all functions that ultimately affect the customer relationship such as Production/Planning, Quality, Logistics, Finance, Marketing/Communications and Technical Support.
What you will experience in this position:
Receive and answer customer calls/queries related to customer orders
Receive and review customer orders
Process Product orders via ERP system
Coordinate shipment with logistics department
Be a single point of customer contact related to customer orders
Organize return shipments
Issue credits/debits to customers
Support finance in resolving payment disputes
Effective backlog management
Log/Report/Resolve customer complaints
Handle the BOM price requests
You have:
Bachelor Degree or Master Degree level
IT skills: Excellent knowledge of MS Office & SAP; ESKER & Sales Force being a +
Excellent communication skills
Strong German language skills essential as well as an advanced level of English
Experience: Minimum of 2 years’ experience is a similar job position
Commercial feeling, service minded
Keen interest in technical products and applications
Strong interest in order management systems (preferred)
Organizing: ability to orchestrate multiple activities at once using resources effectively and efficiently
Customer Focus: act with customers (internal and external) in mind; dedicated to meeting the expectations and requirements of all contacts involved in meeting the customer project needs; be a problem solver
Order management: understand how to separate and combine tasks into efficient workflow; good at maintaining the total picture of a product order
A positive and constructive impact on the team; professional attitude towards different positions working closely with within the operations organization