Customer Service Representative

Position Summary

Location : Dusseldorf/Hamburg (hybrid), Germany (remote), Switzerland (remote)

As a Customer Service Representative, you will be responsible for overseeing customer interactions, including inquiries, order management, and complaint resolution. You will manage the end-to-end order process (import and export), including order entry, modifications, and close coordination with logistics teams. In this role, you will ensure a high level of customer satisfaction by delivering reliable and proactive service.

Responsibilities will include:

•    Orders management : 
-    Maintain a positive, empathetic and professional attitude toward customers at all times.
-    Communicate with customers through email or phone and respond promptly to their inquiries
-    Register and manage customer orders, frame orders
-    Register and manage supplier POs, track PO delivery date
-    Review invoices against POs and provide approval for payment to the Finance department
-    Ensure to meet delivery dates or proactively inform customers about any delay and keep ERP up to date.
-    Send shipping documents to customers
-    Coordinate customers’ forecasts in collaboration with Demand Planning department 
-    Participate to quarterly business reviews with our key accounts.

•    Complaints management : 
-    Acknowledge receipt of customers complaints
-    Log the complaints in the applicable system
-    Store relevant information and documentation for investigation
-    Participate to the investigation with our Quality department, our Logistics coordinators, our complaint expert and our external partners
-    Provide a solution to customers in a timely and efficient manner.

•    Continuous improvement & projects : 
-    Show openness to continuous improvement and actively contribute to process optimization.
-    Participate in projects aimed at enhancing operational processes and customer satisfaction.

Required Experience & Knowledge

Education:

•    Supply Chain / International Trade / Languages / Sales graduated : Bachelor degree.

Experience:

•    Minimum 2 years operational experience as customer service / sales administration assistant 

Specific Knowledge, Skills, Licenses, Certifications etc::

•    MS office skills : Word, Excel proficiency
•    ERP : SAGE will be preferred
•    Language : English & French (verbal and written)
•    Exceptional verbal and written communication skills 
•    Strong client-facing and communication skills 
•    Customer Service orientation
•    Ability to work in a fast-changing environment with international contacts

Physical Demand

N/A

Supervisory Responsibilities

None

Work Environment

Employee can work remotely and must have adequate space and tools to perform his duties.