Customer Service Representative (m/f/x)

The central Customer Service department in Cologne is part of the Supply Chain Management organization, a.o. consisting of planning, inventory management and physical distribution activities. In order to support our Customer Service Team we are looking for a Customer Service Representative (m/f/x) who serves our customers in a high quality with thorough understanding and knowledge of foreign languages and cultures of the markets in which we operate.

Job Description

Your responsibilities

• Direct customer contact for the entire order_to-cash process, from order intake until invoice
• Drive On_Time-In-Full delivery performance to high levels of efficiency
• Point of contact for internal and external customers with regard to inquiries related to orders, delivery times, invoicing, complaints, claims etc.
• Conducts business according to Customer Service policies by a.o. ensuring that all customer orders are checked on price, lead time, terms of delivery and other relevant agreements, prior to accepting the order
• Ensures orders are ready to be invoiced
• Update Customer Information System and archiving of relevant documents
• Proactive approach of logistical issues related to transit time, rush orders, return orders and cost compensation for additional services
• Works closely with the Sales responsible Area manager in order to improve customer relationships
• Initiates business improvement processes and handles customer complaints
• Manages order discrepancies, credit_ and debit memo’s
• Participate in projects optimizing Customer Service processes and drive team metrics directly linked to customer satisfaction

What will it take?

Skills & Personality

• Excellent communication skills as well as a talent for establishing and maintaining good relationships with customers
• Fluency in German and English, any additional language is welcome
• Strong interpersonal skills in order to drive customer requirements in the internal organization
• Ability to maintain a high level of commitment and capable of making empowered decisions and using independent judgment within guidelines
• Flexible and able to work both alone and in a team
• Ability to multitask and maintain a high degree of accuracy
• Knowledge of MS_office and ERP systems (JDEdwards is a plus)

Experience

• Appropriate level of education required (e.g. Logistics/Shipping clerk)
• Some years of experience in Customer Service, Commercial or Business expertise in an international and/or business to business orientated working environment, preferably in the process or related industry

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