About the role
We are looking for a driven and service‑minded Commercial Customer Service Representative to join our team. In this role, you act as the key link between our customers, technical experts and the sales organization. You ensure smooth commercial and administrative handling of orders and quotations, accurate pricing checks and proactive customer communication. With your structured approach and commercial insight, you help guarantee feasibility, correct lead times and a successful customer experience from start to finish.
Purpose of the role
- Serve as a central point of contact for customers, ensuring smooth and accurate handling of commercial and administrative requests.
- Manage orders, quotations, pricing validations and credit notes with a strong commercial mindset.
- Support technical and sales teams by ensuring all commercial files are complete, feasible and aligned with production and delivery timelines.
- Offer alternative products when needed and proactively update customers on delays, changes or issues.
- Register, analyse and follow up customer complaints to ensure fast and correct resolution.
- Collaborate closely with Finance, Procurement, Production and other internal partners to ensure optimal customer satisfaction.
- Support the team during peak periods and maintain a high standard of accuracy, efficiency and customer focus
Your profile
- You operate at least on a Bachelor degree level or have equivalent experience through proven administrative and commercial expertise.
- You have 2–4 years of experience in B2B Customer Service or Sales Administration, ideally with technical‑commercial files (without needing to be an engineer).
- You have strong knowledge of the Order‑to‑Cash process with a commercial focus and are familiar with handling quotations, orders, credit notes, and pricing checks.
- You have experience working with ERP systems such as Dynamics AX / D365 FO, including order processing, quotations, price and discount structures, and credit note workflows.
- You can work with configuration tools (e.g. Stabox, Tetraform, Hauff) or are motivated to learn them quickly.
- You have a basic technical understanding of construction or industrial products and can propose alternatives when needed.
- You understand production flows and delivery lead times and can translate these clearly to customers.
- You have experience with complaint registration and follow‑up tools such as Airtable CLAIM.
- You are familiar with internal pricing processes and enjoy collaborating with a Pricing Manager to ensure commercial correctness.
- You are used to frequent customer contact (telephone and email) and communicate in a clear, professional and customer‑oriented way.
- You work well with internal stakeholders such as Finance, Logistics, Production and Procurement and understand how these departments interact.
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