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