Customer Support

• Execute complete order process for assigned customer portfolio (capture, process, manage changes)
• Check orders in SAP R/3 for product codes, stock availability, delivery lead times and logistic appointments
• Proactively manage customer portfolio to achieve on-time-in-full delivery
• Resolve enquiries and delivery queries; liaise with internal and external parties and communicate progress/outcomes
• Manage customers’ logistics claims via Dispute Case Management tool, investigate complaints, create credit/debit notes and returns and attach approvals
• Daily communication with cross-functional teams: Business Units, Logistics & Distribution, Accounts Receivable, Planning, Category Managers, Marketing, EDI and Master Data
• Maintain and develop relationships with relevant markets and major customers; participate in teleconferences/meetings with customers
• Back up team members as requested by manager
• Fulfil reporting activities (daily, weekly, monthly, quarterly) to customer, stakeholders or team leader

Customer Service and Order Management Specialist, German Speaker

Application Support Specialist – L2