Customer service representative

Description de l'offre

We are recruiting a customer support representative for a leading manufacturer and supplier specialized in Life Sciences

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

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 the finance department, the hedging of foreign currencies.

Control incoming customer orders.

Issue Sales Order Confirmations and send them to customers.
Schedule deliveries.

Manage stock disposition and check freely available stock.
Issue packing orders to the warehouse according to customer requirements.

Plan shipments with the warehouse.

Submit shipping documents to the warehouse in a timely manner.

Coordinate shipments with logistics partners.

Control, track, and follow up on shipments, documenting deliveries.

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 delivery dates are met and the ERP system is kept up to date.

Purchase Related Tasks

Cooperate closely with the procurement department.

Cooperate closely with the demand planning department.

Check stock levels of materials and decide if reordering is necessary.

Check stock levels of packaging materials and decide if reordering is necessary.

Issue orders to external service providers such as laboratories, warehouses, logistics partners, etc.

Place production orders to manufacturing partners if needed.
Negotiate delivery conditions and dates with suppliers.
Control, track, and follow up on shipments, documenting deliveries.

Control and approve invoices from service providers and goods manufacturers.

Ensure compliance of ordered material with customer specifications in cooperation with the quality unit.
Create ERP master data if required.

Ensure delivery dates are met and the ERP system is kept up to date.
Manage, together with the finance department, the hedging of foreign currencies.

Support vendor-related claims if necessary.
Take responsibility for the inbound process (Supplier/Manufacturer shipment to warehouse entry).
Report performance issues of vendors, manufacturers, and service providers.

General Responsibilities

Openness to continuous improvement processes.
Participate in projects if required.
Know our products inside and out to answer questions.

Profil recherché

Education/Experience/Qualifications

High school diploma, general education degree, or equivalent.
Ability to stay calm

Experience in export/import handling

Comfortable using computers.

Strong MS Office skills, including expertise in MS Excel.
Proficiency in customer service software and technology tools (e.g., SAP, SAGE, SQL, Access, Tableau, TMS tools).

Excellent interpersonal skills.

Proficiency in English and German

Working knowledge of customer service software, databases, and tools.

Strong client-facing and communication skills.
Customer service orientation.

Exceptional verbal and written communication skills.


Work Hours: 40 per week- Monday to Friday