Customer Support Representative

Do you enjoy working with customers, solving problems, and keeping things running smoothly behind the scenes? We’re looking for a Customer Support Representative who is passionate about delivering excellent service and creating great customer experience every day.

Purpose of the position:

The Customer Support Representative is striving for excellent customer satisfaction. This role is the first point of contact for our customers, handling the order-to-invoice cycle, and answers all incoming inquiries including customer complaints. Ensure a successful service by partnering up and coordinating with internal departments.

Position content:

• Perform order to fulfilment activities in compliance with services levels according to the customer segmentation (Operational Service Packages) of assigned customers

• Handle daily activities and communication in the order to invoice cycle, including digital and manual order processing, backorder management, creation of credit/debit notes, returns and replacements, and other tasks ad hoc tasks

• Handle and follow up on customer claims

• Process transactions and maintain information on customer platforms (only order to invoice)

• Process general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment

• Monitor SAP order to fulfillment pipeline (blocked/open orders) on a daily basis

• Collect and document customer scorecards and notify the organization in case of follow-up topics

• Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery

• Actively generate and implement ideas for internal process optimization and towards the customers (First Time Right Methodology)

Scope: Local

Budget responsibility: No

Leadership: No

Capabilities:

• University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM)

• Very good written and spoken English skills (B2 level or higher)

• One or more local languages required in the assigned geography

• 2+ years of relevant professional experience in an international, matrix-organized company

• Experience in Customer Service/other direct customer facing roles is a plus

• Ideally good SAP skills including EDI as well as CRM (MS Dynamics)

• Strong service and excellent customer-oriented communication and problem-solving skills

• Enjoying a variety of administrative tasks

• Flexible, self-organized and able to work under pressure

• Team player with a reliable and structured working style

• Comfortable working in a changing, dynamic environment

• High digital affinity and passion for working with digitized systems and processes