Job Title: Customer Service Operations Specialist
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Job Description:
We are seeking a highly skilled and detail-oriented individual to join our team as a Customer Service Operations Specialist. As a key member of our organization, you will be responsible for ensuring the efficient operation of our customer success organization.
As a Customer Service Operations Specialist, your primary focus will be on increasing the efficiency of processes and workflows within our customer success organization. You will work independently with great attention to detail to ensure high levels of data quality and integrity are maintained in our systems.
This is a fast-paced role that requires accuracy, accountability, and excellent communication skills. You will partner closely with our customer engagement team to provide a seamless experience for our customers.
In this role, you will handle all ERP-related aspects for proprietary business as well as contract manufacturing and analytical services. You will be an advocate for our customers, working across the company to ensure they receive the best possible experience.
Essential Duties and Responsibilities:
* Foster a high-performance culture focused on efficiency, accountability, collaboration, and continuous improvement.
* Support all inflowing requests for customer-related documents globally.
* Manage orders accurately end-to-end for standard orders, samples, lab orders for proprietary business and contract manufacturing in the relevant ERP system.
* Issue quotations, order acknowledgments, returns, credit and debit notes; DA's, notifications.
* Verify orders that come in through the OCR queue or webstore.
* Take care of export and import handling as well as pricing-related activities.
* Initiate new customers through data creation, triggering item creation.
* Update customer master data and information records through SAP as well as provide copies of certifications, documents etc. for customers.
* Handle document control, CMIR incl.
* Shipping instructions.
* Internal stakeholder relationship management (SCM/Ops/Quality/Shared Services).
* Liaise with plants and wider supply chain to identify the best way forward in case customer-requested dates cannot be met.
* Cooperate with the customer experience unit supporting internal audit findings and projects for continuous improvement.
Required Skills and Qualifications:
To succeed in this role, you will need:
* A high school diploma or equivalent required.
* A minimum of 3 years of experience in client services or customer service.
* Knowledge or experience with ERP tools like SAP with Sales and Distribution.
* Working knowledge of MS Office or the willingness to learn it quickly.
* Highly proficient in written and spoken English and one further language of our business areas.
* Strong communication skills.
* Strong people skills - approachable, good listener, empathetic.
* Strong learning capacity.
* Ability to work independently in a global environment.
* Understanding of Incoterms and export/commercial documentation.
* Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this job description.
* Able to comply with the company's safety and quality policies at all times.
Benefits:
We offer a competitive salary and benefits package, including:
* A comprehensive health insurance plan.
* A 401(k) retirement savings plan with company match.
* A generous paid time off policy.
* A professional development program to support your career growth.
Other Requirements:
This role requires:
* 5% travel, up to 13 business days per year.
* Sedentary work involving sitting most of the time.
About Us:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.