Customer Service Representative

Overview:

Location: Dusseldorf

Hybrid: 3 days in Office, 2 from Home per week

Start Date: Asap

Position Summary

The Customer Service Representative manages customer queries, sales orders, complaints and processes product and/or manufacturing orders. You will be asked to process sales and purchase orders, modifications, shipments, warehouse instructions, product imports and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm and have experience working with computers.

By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in Sales.

Sales Related Tasks:

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries.
• Communicate with customers through various channels.
• Acknowledge and resolve customer complaints.
• Ensure customer satisfaction and provide professional customer support.
• Responsible for the entire processing of customer orders (Order confirmation, Delivery note, Invoicing)
• Manage together with finance department the hedging of foreign currencies
• Control of incoming customer orders,
• Issuing of Sales Order Confirmation and sending it to customer
• Scheduling of Deliveries
• Stock disposition and check of freely available stock

Sales Related Tasks:

• Issuing of packing orders to the warehouse according to customer’s requirements
• Shipment planning with warehouse,
• Timely submission of shipping documents to warehouse
• Shipment coordination with logistics partners
• Control, tracking & follow up of shipments, documentation of delivery
• Keep records of customer interactions, transactions, comments and complaints.
• Communicate and coordinate with other departments as necessary.
• Provide feedback on the efficiency of the customer service process.
• Ensure to meet delivery dates and to keep ERP system up to date.

Purchase Related Tasks

• Cooperate closely with the procurement department
• Cooperate closely with the demand planning department
• Check stock levels of our material and take decision if material needs to be reordered
• Check stock levels of our packaging material and take decision if material needs to be reordered
• Issue orders to external service providers such as laboratories, warehouses, logistics partners, etc.
• May be asked to place production orders to our manufacturing partners
• Negotiate with suppliers delivery conditions and delivery dates.
• Control, tracking & follow up of shipments, documentation of delivery
• Control and approve invoices of service providers and goods manufacturers
• Ensures the compliance of ordered material and customer’s specification in cooperation with the quality unit
• May be asked to create ERP master data.

Required Experience & Knowledge

• High school diploma, general education degree or equivalent.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Strong MS Office skills, including expertise MS Excel
• Proficiency in customer service software - Technology tools expertise (ex. SAP, SAGE, SQL, Access, Tableau, TMS tools)
• Excellent interpersonal skills
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Strong client-facing and communication skills
• Customer service orientation
• Exceptional verbal and written communication skills

Supervisory Responsibilities

None

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made where necessary.  The noise level in the work environment is usually moderate.