Customer Service Representative

Job Description

Job Description

Company Description

We are a global producer, marketer and provider of technology-driven natural ingredients, ingredient systems and integrated solutions for the global food, beverage and life science & nutrition industry. We are all about mastering sensory experience and nutritional performance. 

We offer exceptional opportunities for passionate people who want to shape the future of nutrition in an entrepreneurial and impact-driven environment. Here, you have the freedom to take ownership and to thrive both professionally and personally. Be part of a highly committed team with a clear purpose: at Döhler, smart ideas have a way of becoming great products. ​

​​Together, we bring ideas to life.

Job Description

The Customer Service Representative is responsible for providing first-class service and support to a defined customer base, as well as internal team members as it relates to Doehler’s overall customer satisfaction goals.

Your Responsibilities: 

• Enter customer orders into SAP within 24 hours of receipt
• Ensure payment and delivery conditions are correct on the order and escalate appropriately to sales and internal sales support if revisions are needed in the volume contract or pricing
• Responsible for ensuring customer orders are entered accurately, and collaborating with planning, production, and order management teams to resolve issues, renegotiate and reset customer expectations as needed
• Monitor sales order confirmation process. Confirm order information after checking availability and processing details with appropriate internal departments/resources within 24 hours
• Update and maintain customer data in SAP as needed
• Sales order/delivery backlog management (Lines and Value)
• Delivery and billing block management including order maintenance
• Monitor performance for service level performance (On-time In Full) & KPI reporting for relevant indicators
• Internal co-ordination via Service Cloud Management for relevant cases (Price missing, master data / customer master data issues, order as per lead-time etc.)
• Co-ordination with inside sales support, sales teams, and logistics partners on customer-facing operational topics and communication (Self collectors, physical goods flow, customer specific requests etc.)
• Enforce SOP for order changes & cancellations
• Resolutions for requests & issues raised by internal stakeholders and end customers
• Delivery Block management on individual SO level
• Automated order confirmation management
• Review Customer notification management, execute defined corrective & preventive actions

 

Qualifications

• SAP Experience strongly preferred
• 2 years of Customer Service experience in a manufacturing industry
• Proficient in all Microsoft Office applications
• Associate's degree or equivalent work experience

 

Additional Information

#LI-GI1

What We Offer:

• Work with passion: ​We create an environment where passion meets profession. Meaningful work and positive energy inspire people to give their best and make lasting contribution to our shared success.
• Take ownership: ​We empower you to take ownership and share your ideas. Whatever your role, you have the opportunity to show initiative and make an impact.
• Grow your way: ​With flexible development opportunities across departments and a global team, you can broaden your skills, discover new strengths and actively shape your career path. ​ ​
• Thrive in a global environment: ​Join an international team bringing together multiple cultures, languages and perspectives to spark new ideas and inspiration. Through global collaboration, you expand your horizon both professionally and personally.  ​
• The team always wins: ​We build real connections and grow together. By sharing knowledge and valuing each other’s strengths, we create a culture where trust and team play lead to shared success.  ​

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Equal Opportunities for All

We welcome applications from people of all backgrounds regardless of age, ancestry, disability, ethnic origin, gender, gender identity or expression, nationality, religion, sexual orientation, social background or any other characteristic protected by applicable laws, regulations and ordinances.​
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A good match starts with shared values. Complete our Culture Fit Challenge to find out how well your mindset aligns with the way we work.

Does it feel like a fit? Then apply through our online career portal and attach it to your application. Please note that we are unable to consider or return application documents sent by post.