Customer Service Coordinator Germany & Austria

Customer Service Coordinator Germany & Austria

BIC

Description: JoinBIC World, acommunity of brandsdedicated to creating ingeniously simple and joyful products that have been part of hearts and homes for over 75 years. We are committed togrowing our iconic and innovative brandsby reimagining everyday essentials in new, sustainable, and responsible ways.

Our culture encourages a "roll up your sleeves and get the job done"mindset, ensuring self-starters, problem solvers, and innovative thinkers can truly thrive. At BIC World, you are empowered to take ownership of your career and use your unique perspective to make a meaningful, global impact on our mission.

The position of Local Customer Service Coordinator is part of Bic Supply Chain and it is located in Eschborn, Germany.

This role is responsible for managing customer service operations, in line with Bic standard procedures and Key Performance Indicators objectives, in collaboration with outsourced service providers (3PL, carriers) and BIC Order-to-Cash (OTC) team located in BIC Sofia, Bulgaria.

Responsibilities

• Oversee end‑to‑end Supply Chain performance and coordinate cross‑functional teams (commercial, STPA, demand planning, OTC, WH, logistics and finance)
• Manage the order portfolio, including postponements, replacements, BTS (Back To School) volumes, and quotas.
• Lead or support key governance routines (SC reviews, Sales/Supply/Fulfillment/OTC meetings, 3PL interactions).li>
• Report customer Supply Chain performance and drive improvement actions.
• Coordinate BTS and other major sales events.
• Ensure accurate promo execution (promo IDs, forecasts, issue resolution).
• Manage penalties, including analysis, negotiation, and accruals.
• Optimize cost‑to‑serve (order frequency, MOV, delivery centralization).
• Monitor customer satisfaction and lead customer reviews/visits.
• Own the Supply Chain portion of customer contracts and support negotiations.
• Maintain accurate customer master data.
• Prepare and distribute key customer communications.
• Support market governance and act as backup for other markets.
• Lead or contribute to Supply Chain projects (system upgrades, EDI, IT initiatives).

Qualifications

• University degree
• 2+ years in Customer Service coordination experience
• Experience reporting SC performance; cross-functional coordination; understanding of end‑to‑end Supply Chain.
• English and German language fluency
• Experience with ERP systems and reporting tools (PowerBI or similar).
• Confirmed skills: Technology development, Project management, People management.
• Mastered skills: Data analytics/statistics, Communication, Presentation

The role requires high levels of internal and external customer support, accuracy, communication skills and analysis capabilities with a continuous improvement approach.

What we Offer

• 30 days of annual leave
• Accident Insurance
• Car and Bicycle parking
• Bike Leasing Participation

BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.