Job Description
As a multinational company, tesa develops innovative adhesive tapes and self-adhesive product solutions for various industries, commercial customers and end consumers. There are already more than 7,000 tesa adhesive solutions that help improve the work, products, or lives of our customers. Today the focus is on sustainability and energy-saving processes. tesa invests in the development of environmentally friendly products and solvent-free manufacture processes as well as in the use of renewable energy sources at its locations. tesa is active in 100 countries and operates plants in Germany, Italy, China, the USA, and soon also in Vietnam. Around three quarters of the tesa Group's sales (2022: EUR 1.7 billion euro) are generated by applications for industries. Together with its international clients, tesa develops innovations that are customized at product and process level. Already more than 130 tesa tapes may be installed in an electric car and over 70 in a smartphone. In the printing and construction industries, too, tesa is constantly penetrating new segments and countries with its special adhesive tapes. The company generates almost one quarter of its sales with products for end consumers and professional craftsmen. 300 applications, such as the legendary tesafilm®, make life easier or, when it comes to insect protection, even make it a bit more pleasant. tesa counts among the world's leading manufacturers of adhesive solutions. Since 2001, tesa SE is an independent 100% affiliate of Beiersdorf AG (i.e., NIVEA, Eucerin, la prairie) with approx. 5.000 employees today.
The Customer Support Representative is striving for excellent customer satisfaction. This role is the first point of contact for our customers, handles the order to invoice cycle, and answers all incoming inquiries including customer complaints. Ensure a successful service by partnering up and coordinating with internal departments.
- Perform order to fulfilment activities in compliance to services levels according to the customer segmentation (Operational Service Packages) of assigned customers
- Handle daily activities and communication in the order to invoice cycle, including digital and manual order processing, backorder management, creation of credit/debit notes, returns and replacements, and other tasks ad hoc tasks
- Handle and follow up on customer claims
- Process transactions and maintain information on customer platforms (only order to invoice)
- Process general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment
- Monitor SAP order to fulfillment pipeline (blocked/open orders) on a daily basis
- Collect and document customer scorecards and notify the organization in case of follow-up topics
- Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery
- Actively generate and implement ideas for internal process optimization and towards the customers (First Time Right Methodology)
- fixed term contract for 18 months
- University degree or equivalent apprenticeship degree in Business Administration, Supply Chain Management (SCM) or other related fields
- Very good written and spoken German skills (C1 level or higher)
- Very good written and spoken English skills (B2 level or higher)
- 2+ years of relevant professional experience in an international, matrix-organized company
- Experience in Customer Service/other direct customer facing roles is a plus
- Ideally good SAP skills including EDI as well as CRM (MS Dynamics)
- Strong service and excellent customer-oriented communication and problem-solving skills
- Enjoying a variety of administrative tasks
- Extremely flexible, self-organized and able to work under pressure
- Team player with a reliable and structured working style
- Comfortable working in a changing, dynamic environment
- High digital affinity and passion to working with digitized systems and processes