Job Description
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
- 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
- Building customer intimacy: understanding the customer's objectives and difficulties
- working with the customer and the departments to build and maintain a solid an lean O2C process, fully integrated in the ERP environment
- 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. - 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
- CS-employees through training on the adoption or amendment of QA work instruction and methods to inform
- Team organization and management (planning of vacation, management of overtime, etc.)
- 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
- Interesting and challenging range of tasks
- Cross-functional cooperation at national and international level
- Work-life balance thanks to flexible working hours with flexitime account and home office
- Internal training and offers for professional and personal development
- Company pension scheme, capital-forming benefits, JobRad, corporate benefits, health management, in-house fitness studio and much more
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