Customer Experience Representative
Overview
The CX Representative will be responsible for processing of all sales orders for EMEA based customers (Germany, Austria, & Eastern Europe) in dual ERP systems (SAP and MS Dynamics). Effectively communicating customer requirements to planning, sales, and logistics functions
Tracking of customer orders through production process and timely communication of planned availability/loading/delivery dates as applicable. Responding to customer queries and requests by telephone and email, building strong customer relationships and offering excellent customer service
Responsibilities
Order preparation (preparation of agreements, check of financial status, feasibility/availability check in cooperation with logistics and/or product management and coordination of delivery with transport companies).
Availability & delivery check, order input (SAP & MS Dynamics).
Controlling of all order conditions, sales prices, and credit limits (incl. arranging updates of credit reports and credit lines with Finance) as well as handling of transport documents and accounting documents, Customer data check and validation
Handling of traded goods (delivery, ordering in cooperation with planning and logistics).
Checking of latest import requirements, organizing and coordinating inspections. Ensuring shipment on schedule (delivery date) through coordination with customer/logistics/ transport company.
Follow-up of the dunning process for overdue payments including payment tracing with customer.
Handling of bonus and commissions for sales organizations, sales agents, consultants.
Administrative handling of technical and commercial claims. Distribution of the claim documents - preparation of credit notes - organization of subsequent redeliveries - communication and correspondence with the customer & participation in continuous improvement initiatives and process redesign.
Qualifications
Bachelor’s degree or equivalent
German is a must / Business level English required. Additional business skills in French would be advantageous.
Minimum 1.5 years’ experience in a customer service role with demonstrable experience in interacting with external customers, effective communication, conflict resolution, and building collaborative cross-functional relationships.
Strong verbal and written communication skills, and the ability to clearly communicate with all levels both inside and outside the organization.
Experience of working with SAP™ preferred.
Office Environment, Monday – Friday workdays required, hybrid office/home-based work possible.
Benefits
Competitive salary & annual profit share.
Flexible work schedule in hybrid mode.
Medical & Life insurance.
Dynamic and international company