Customer Service Specialist

Job Description

Job Description

ROLE: Customer Service Representative/Specialist

ATTRACTIVE SKILLS/EXPERIENCES:

• High School Diploma or General Education Degree (GED)
• Experience (3+ years) in sales and/or customer service
• Commercial training and additional training in foreign trade
• Demonstrated knowledge/skills with MS Office and SAP
• Demonstrated communication skills (written / oral) including the ability to read/speak English
• Ability and willingness to work in fast-paced, matrix structured organization

SUMMARY / RESPONSIBILITIES: Potential duties/responsibilities could include (but are not limited to):

• Communication - Acts as the first point of contact for the supported customers in the operations organization. Maintains internal and external customer contacts (“one voice to the customer” approach).
• Customer inquiries - Starts in the SAP ERP system and processes customer inquiries. Clarifies material availability, delivery dates, payment and delivery conditions with the relevant interface departments such as production planning, production, sales and quality. Determines the product costs for standard products with the existing tools and on the basis of the current production possibilities. Creates and submits offers / price proposals in coordination with the responsible sales manager.
• Order clarification and entry - Checks the customer orders for correctness of form and content. Agrees with the export officer on export regulations in accordance with the export guideline. Plans customer orders based on those from sales and the sales offices or customers established priorities. Creates customer orders in SAP and confirms the orders to the customer in a timely manner. Proactively monitors orders and informs customers and sales if agreements cannot be met. Enters article master data and starts the master data workflow. Maintains price conditions in SAP.
• Order processing and consignment warehouse processing - Monitors delivery dates, credit limits and incoming payments and initiates the necessary measures in the event of deviations. Creates invoices taking into account discounts, delivery and payment conditions, import regulations and customer requests and signs them. Creates certificates of origin at the customer's request in cooperation with the Chamber of Industry and Commerce. Creates taking into account the legal regulations the customs papers required for export and signs them. Performs in the context of export processing correspondence with banks and authorities and arranges for fee transfers. Creates taking into account the order Shipping instructions and forwards the delivery documents to shipping. Contributes to the disposition of the freight space requirements and arranges for the transport to be carried out. Monitors customer consignment warehouses and carries out the necessary bookings and inventories.
• Customer complaints - Starts in the CRM system and processes customer complaints in cooperation with the responsible parties, conducts the timely processing of complaints, creates credit notes or arranges corresponding replacement deliveries in coordination with the Manager Completes the customer complaint in the CRM system.
• Article & Customer master data and processes - Initiates the article creation process and tracks the status. Maintains all important master data (e.g. SAP ERP) and takes care of their accuracy. Actively and continuously supports the optimization of all important processes. Is responsible for the maintenance of the customer master data for he respective sales area.
• Sales support - Supports sales in checking the creditworthiness of new potential customers. Assists in the development of procurement and quality agreements as well as in the implementation of customer surveys. Supports in the preparation of customer audits and visits. Participates in customer visits together with the sales department based on internal and external inquiries.
• Key user - Has extensive knowledge of the business processes and tasks of the department. Supports the introduction of new IT systems, tests and and recognizes problems and finds solutions. Informs and trains colleagues on projects, provides assistance with technical implementation.