Customer Service/Order Management Senior Associate
with German (work location: Gdańsk)
In the Order to Cash organization, we are looking for a Cash Customer Service Representative who will be responsible for Order Management, Order Fulfillment and Billing activities to provide excellence in customer experience.
The Customer Service Associate/Senior Associate will be responsible to perform a broad set of activities reaching from receipt of standard customer orders up to delivery, including timely and effective resolution of issues related to incomplete orders, delivery blocks and billing related activities. These activities include handling of customer complaints and returns as well.
What will you do?
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Maintain a positive, empathetic and professional attitude towards customers.
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Acknowledge and resolve customer complaints/inquiries.
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Keep records of customer interactions, transactions, comments and complaints.
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Receive and drive timely resolution or closure of standard/routine order-related customer queries, complaints and feedback.
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Optimization of the Order-to-Bill processes by regularly analyzing efficiency of processes and issues being detected by the Regional Order-to-Bill team.
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First point of contact in case of escalations.
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Analyze key metrics and perform root-cause analysis, as needed.
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Process and ensure that all return requests comply with the Return policies including appropriate approval and documentation.
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Perform process controls (ICS, ICM, BPC) as described in the desktop procedures.
What do we expect?
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Preferably a university degree or equivalent, especially with main focus on Administration or Supply Chain Management. Alternatively an equivalent progressive working experience.
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2-4 years of experience in Customer Service or other similar related Order-to-Cash processes.
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Strong communication and presentation skills.
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Highly customer oriented.
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Problem solving, decision-making and organizational skills.
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Project and people management skills.
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Ability to embrace change and be able to work in a changing environment.
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Ability to lead and coordinate cross-country, virtual teams if needed
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Fluent German (min. C1) skills both in the spoken and written form as a must, plus minimum B1/B2 degree of English