Customer Service Representative

Roquette

Roquette is a family-owned, global leader in plant-based ingredients and a leading provider of pharmaceutical ingredients.

Using plant-based resources, we work together with our customers and partners to develop and offer ingredients that help nourish people better and treat patients more effectively. Each of our ingredients meets unique and essential needs — enabling healthier lives.

The Role

In this role, you are the central interface between Sales, Marketing, Production, and Logistics. You are responsible for the entire "Order Receipt & Handling" process – from order entry and coordination of the supply chain to delivery to the customer, including complaint management. You serve as the "One Face to the Customer," ensuring smooth operations and the highest level of customer satisfaction through your dedication. Located in the heart of Frankfurt am Main metropolis, you'll work in one of the city's most modern office towers, with a view of the skyline, excellent transport connections, and an environment that fosters communication, efficiency, and well-being. You can always count on the support of an experienced team.

What You'll Do

1. You take full ownership of order management: from receiving and entering complex customer orders to processing and tracking open deliveries, including proactive feedback to customers.
2. You handle complaints and returns in a solution-oriented and efficient manner.
3. You work closely with Supply Chain, Planning, Production, Sales, and Logistics to ensure smooth order processing.
4. You actively contribute to achieving Customer Service goals and play a key role in continuously optimizing our processes.
5. You regularly analyze customer-related delivery performance and communicate directly with customer contacts.
6. You identify areas for improvement and implement them in collaboration with internal and external partners.
7. You take charge of troubleshooting complex cases and find pragmatic solutions, always with the goal of achieving the highest level of customer satisfaction.

What We'll Particularly Appreciate About You

• Completed commercial training (e.g., freight forwarding clerk, wholesale and foreign trade clerk, or industrial clerk); a bachelor's degree in business administration or Logistics is a plus
• Professional experience in Customer Service, Logistics, or Supply Chain — ideally in an international environment
• Hands-on experience using SAP systems and good knowledge of MS Office
• Fluent in German and English; additional languages are a plus
• Enjoy working as part of a team

What We Offer

• A dynamic and inspiring workday filled with diverse tasks that keep things interesting and meaningful
• A supportive, energetic team that values collaboration, celebrates success, and has your back
• Tailored learning and development opportunities to help you grow, professionally and personally, with exciting career paths across the global Roquette Group

If you identify yourself in this position, please apply by uploading your resume and let's start the journey together!

Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences.

Roquette strives to create a dynamic workforce while remaining firmly committed to equal opportunity by complying with EEO laws.

As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach.