Customer Facing Specialist with German

Responsibilities:

1) Provide requested services to customers as a part of the Service Catalogue:

• Review and provide information about the situation status of their orders, deliveries, and invoices data,
  Monitor customer compliance to agreed logistic trade terms,
  Provide logistic or descriptive information of products
  Inform the customer about the out of stock proactively and when orders are affected clarifying the solution date
  Manage the unloading time slots with customers,
  Solve customer issues within a given/ agreed time frame,

2)Ensure proper Master Data:

• Coordinate Master Data requests from customers/ other functions,
• Follow up if needed with the customer regarding product & price lists for master data updates,
• Maintenance of customer contacts,

3) Support proper Order Management process:

• Review blocked orders for delivery for certain scenarios, e.g., minimum order quantity, requested delivery date, etc. with the customer and in cooperation with the Order Validation Specialist,
  Monitor that customers place orders according to the agreed schedule and rules,
  Communicate proactively about order changes, short orders, and shipment/warehouse delays,

4) Support proper Claims Management process:

• Contribute to the proper return process by clear rules agreement or direct contact with the customer if needed,
• Claims resolution communication (pricing, logistic) to customers as per Customer Service Catalogue,
• Deal with escalations from price and logistic Claims Specialists,
• Liaise with the Stock Management Specialist and/or 3^rd Party Logistic Providers for urgent delivery issues,
• Support resolution and closure of invalid claims,

5) Support Cash Collection & Credit Management activities:

• Follow up on escalated overdue invoices with the customer,
• Work closely with sales and business teams to ensure complete, timely, and accurate receipt of remit advice and escalation when needed.

Our Requirements:

• Knowledge of German at min. C1 level and English at min. B2 level,
• Customer Focus (focus on external and internal customers),
• Bias for action (focus on results and use of intelligent risk-taking),
• Team Alignment (team player; supports and respects others),
• Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise),
• Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow),
• Good communication skills, ability to cooperate with external and internal customers,
• Proactive problem solving and decision-making ability,
• Ability to work with various IT applications (SAP, PEGA, AR Collect, reporting tools, etc.).

We offer:

• Possibility of submitting a request for Private Medical services with Luxmed,
• Possibility of submitting the request for group life insurance (co-financed),
• Possibility of submitting the request for Benefit Multisport (co-financed),
• Additional holidays dependent on your tenure in the Company - up to 4 days per year,
• Biking Policy.