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Job Purpose and Impact

As Customer Service Back-office you will support a moderate scale of customer service activities for a single site team, who is located in a very accessible area. In this role, you will contribute to optimizing and monitoring shipping and returns, including processing complex orders from customers and resolving order or delivery issues. 

Key Accountabilities

• You will process and fulfill customer orders; ensure accurate documentation and ongoing communication with the customer throughout the process.
• Maintain systems and relationships that meet customer demand forecast, as well as other databases related to shipments and inventory management.
• You will act as the single point of contact for customers about order status, invoices, contract balances and other information needed to complete the sale. This is done both by phone and email.
• Execute customer service strategies.
• Provide support to improvement projects and commitments requiring a basic understanding of customer service practices and procedures.
• Handle basic issues and problems under direct supervision, while escalating more complex issues to appropriate staff.
• Other duties as assigned

Qualifications

Minimum Qualifications

• Bachelor's degree in a related field or equivalent experience
• Other minimum qualifications may apply

Preferred Qualifications

• Experience in processing customer orders.
• Experience in processing document requests.
• Experience with working in a customer-facing environment.
• Experience with ERP systems and with Microsoft Office
• German language is a plus.
• Customer-friendly and always working on a precise and structured manner.
• Professional, solution-oriented and flexible in function of the customer.