Objective of the function:
• Strive for the customer service team and the facility to deliver a positive customer experience.
• Coordinates all activities required to resolve and respond to customer issues in a quick, efficient and professional way with the goal to increase customer satisfaction
Responsibilities / Duties:
1. Coordination, monitoring and support department daily function to meet deadlines required by customers, sales and operations; like Administrative handling of incoming goods and outgoing preparation for the scheduling of “Herstellprotokolle” Processing of production documents after review by the production manager Creation of delivery notes, order confirmations and pickup information Telephone service
2. Building customer intimacy: understanding the customer’s objectives and difficulties
3. working with the customer and the departments to build and maintain a solid an lean O2C process, fully integrated in the ERP environment
4. Assuring adequate resolution and communication regarding special requests, samples, lab work requests, process deviations and delays.
Detects service requests that are out of the contractually agreed scope and reacts commercially.
5. Administrative work; like: Preparation and review of their area resulting in delivery notes and invoices for factual accuracy, and its release preparing statistics: chamber downtime, performance indicators, pallet quantity preparing mid-term forecast incoming goods
6. CS-employees through training on the adoption or amendment of QA work instruction and methods to inform
7. Team organization and management (planning of vacation, management of overtime,
8. It may detect problems early and prevent
Participate as a contact for matters of customer service in the management meetings, management and facility review meetings as well as internal and external audits
Knowledge/Education and Training
• Graduated commercial apprenticeship or college degree in business management or similar degree
• Fluently in German and English; any other language is an asset
Experience:
• Several years of experience in Customer Service
• Good knowledge of QA-Handbook
• Good knowledge of computer-programs such as MS Excel, Word, Outlook
Skills:
• Positive and assertive communicator, both orally and verbally
• Autonomous, responsible and accurate working
• Ability to work under pressure
• Team-player and Problem-solver
• Flexibility