Customer Service Specialist

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kp is a globally recognised leader in the packaging and specialty film industry, renowned for its unwavering commitment to sustainability and innovation. The need to act on climate change has never been clearer so we incorporate sustainability into everything we do by #InvestingInBetter - creating innovative products that enhance product protection, shelf life and contribute to reducing the overall carbon footprint.

At kp, we are passionate about ensuring our customers' satisfaction, and we strive to achieve this goal by focusing all our efforts on meeting their evolving needs. Our dedication to drive a positive change in the packaging industry with a focus on quality and sustainability has earned us a reputation as a trusted partner for businesses worldwide.

kp is currently seeking a Customer Service Specialist, Pharma, for our location in Montabaur. The role involves providing customer support for Western Europe, with a focus on French-speaking customers. The position is initially a 12-month fixed-term contract.

Responsibilities

• Order entry, processing, and tracking in SAP.
• Tracking orders and invoicing in SAP.
• Responding to customer and sales inquiries regarding order status.
• Communicating with customers regarding estimated delivery dates.
• Monitoring and analysing key KPIs in the Salesforce Customer Service Dashboard.
• Maintaining updated shipping data for all customer orders in SAP.
• Processing order changes in collaboration with the relevant departments.
• Supports the entire supply chain in collaboration with representatives and operational interfaces at the various locations.
• Handles country- and region-specific formalities and documentation.
• Records customer complaints in Salesforce for further processing by Quality Assurance (QA).
• Monitors customer‑specific inventory levels of products that are ordered on a recurring basis.
• Prepares weekly inventory reports as needed for customers with existing inventory agreements or practices to ensure compliance with the FIFO principle.
• Monitors and resolves overdue inventory issues.
• Maintains regular communication with Sales regarding customers and projects.
• Assists Sales with information on price status.

Required Qualifications

• Knowledge and experience in customer service
• Excellent written and spoken French and English
• Knowledge of country‑specific laws and customs formalities is a plus
• SAP knowledge is mandatory
• Good CRM knowledge; Salesforce knowledge is a plus
• Strong communication and interpersonal skills
• Experience in customer contact; awareness of customer needs
• Ability to work in a team; reliability; loyalty

At kp, Diversity, Equity and Inclusion is vital to our global success. We welcome applicants from all identities, ideas, perspectives and experiences and encourage people from underrepresented backgrounds to apply. We aim to create an inclusive culture where our employees feel empowered to play to their strengths and see themselves reflected in the organization without regard to race, gender, religion, national origin, age, veteran status, disability, sexual preference, marital status, or inclusion in any other protected class.