Are you passionate about delivering exceptional customer service and fluent in German? We are looking for a dedicated and enthusiastic Export Customer Service Support Specialist to join our vibrant team.

Your main responsibility will be handling and recording orders, managing international shipments, and issuing shipping documentation. You will play a crucial role in maintaining solid customer relationships by addressing questions and concerns with speed and professionalism, following up on customer complaints, managing ERP database records, and supporting the direct sales organization.

The role:

• Process orders, send PO confirmations, communicate and propose alternative items in case of backorders, organize and follow up on shipments
• Proactively manage international business queries from around the world, including pre-screening, re-routing, and providing customers with timely responses
• Interact effectively with the warehouse to communicate order requirements (packaging, labeling, etc.) and coordinate with customers and logistics for cost-effective and timely dispatch of shipments
• Ensure compliance of orders with active contracts
• Issue shipping documentation
• Issue customer credits (AQ complaints, correction of improper invoicing)
• Follow up on overdue accounts: issue/send customer account statements, send reminders
• Maintain ERP system: create and update customer cards, upload and maintain prices
• Follow up on quality complaints: receive, verify the conformity of the PER form, organize the return of defective products to the USA, follow up until closure, update the complaint data master file
• Monitor product recalls in coordination with the AQ department: notify customers, collect and archive all data, organize recalled product returns, issue exchanges or credit notes
• Archive customer service documentation for audit purposes
• Support the sales team on various requests
• Ensure backup of other team members during absences
  
  

What we need from you:

• Meticulous and detail-oriented
• Good understanding of IT systems, excellent user skills
• Empathetic, patient, and clear communication skills
• Accountable and takes responsibility
• Customer Service experience
• Fluency in German (both written and spoken) is essential
• Proficiency in English
• Knowledge of MS Office
  
  

Benefits:

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A supportive and collaborative work environment