Customer Service Analyst - German Speaking

Cluster Supply Chain Coordinator

This role is responsible for process coordination the Cluster Supply Chain team with customer service project, order management and order fulfilment and execution support. Key duties include field supply chain to ensure the team achieves operational objectives and delivers a high quality and cost effective service. Represence leadership on Supply Chain DACH BU operational meetings, active support for all team members and new joiners in Customer Service, collaboration with customers & hubs & departments in SC, solving issues and implementing business actions.

Responsibilities

Functional Responsibilities:

Order Management & Order Fulfilment:

• Capture Order (excl. order validation) – Receive standard order details from sales and capture order in the system (standard and promotion order not including samples/ donations)
• Change Order – Receive order change request from Sales and update the same in the system
• Check pricing
• Optimize Logistics – Optimize orders in terms of shipping combinations and create filler order for FTL delivery (if required)
• Conduct Credit Check – Confirm order change in system for central delivery + distributors Change order based on alignment with customer Unblock order
• Proactive out-of-stock communication in case of exceptions
• Perform stock check and confirm quantities – Check product availability/out of stock (stock at hand) and confirm order quantity ; Align on operational ATP topics with supply planning
• Create delivery in the system – Create final delivery details and confirm in the system; Follow-up with 3PL/transport about order status
• Close unconfirmed orders – Identify undelivered orders and items; Cancel and close the undelivered orders
• Optimize and create filler orders - Agreeing with customer if extra order can be created

Manage returns:

• Create return delivery and inform sending WH and 3PL about pick up order
• Align on issue resolution with customer
• Receive notification about return delivery from customer/sales (in rare cases – only large quantity errors, health issues, damages etc.)

Other activities:

• Contacting customer to find a solution and adjust communication in line with business content to find most efficient solution for complex requirements
• Coordination between call center and departments (in person, by phone, zoom meetings, email)
• Preparing KPI (monthly/weekly)
• SPOC on Supply Chain daily DACH BU operational meetings
• Focused on improvements
• Root cause analysis ability

People Responsibilities:

• Develop winning relationships with key stakeholders within the Cluster Supply Chain function and DACH BU SC teams, embedding GBS Supply Chain services within the organization

• Support the Customer Service Lead with all initiatives to improve GBS service offerings

• Help the team improve efficiency

• Shares knowledge of Customer Service Process with other team members

Qualifications

• University degree
• Proficiency in English and German
• Previous exposure to similar role is a must
• Excel intermediate
• SAP advanced

Min 4-5 yr experience within customer order management role able to demonstrate good stakeholder management and alignment to external customer needs and expectations.