Front Office Representative (german language)

Job Summary
The Front Office Representative is responsible for, answering customers’ questions by different communication channel as phone or e-mail, resolve customer complaints and managing order releases. This role works with business partners in the supply chain and beyond to ensure on-time and complete delivery of goods. The Front Office Representative helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service across the designated area. This role is the connection between Supply Chain structure with our internal and external customer, so it is key to contribute to the organization’s success.

Key Accountabilities 

Administer day-to-day activities of customer order management, specifically:

• Handle customer inquiries, process returns, and resolve customer issues promptly.
• Oversees Order release through tasks created because of data or stock management.
• Use root-cause analysis to understand key drivers of complaints in support of continuous improvement.
• Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action.
• Display a customer-centric attitude and maintain strong customer relationships, specifically: Understand customer expectations and translate the voice of the customer for internal stakeholders.
• Identify and implement ways to better meet customer needs and provide superior customer service.
• Ensure clean and accurate data management and analysis, specifically: integrate customer data from various reporting channels as necessary.
• Drive continuous improvement in customer fulfillment systems and processes, specifically: identify opportunities for continuous improvement and present them to the relevant Front Office Manager in Customer Service.
• Uphold quality, safety and compliance standards, requirements, trainings and reporting any quality, safety or compliance incidents to the appropriate individuals and take immediate corrective action.

Networking/Key relationships

This role requires frequent interaction with Back Office Customer Service teams, including the director and managers in Customer service. Additionally, this role communicates regularly with
Sales and planning to resolve issues and ensure that customer expectations are met.

Minimum Knowledge & Experience required for the position
Preferably a bachelor’s degree related to supply chain management, logistics, business administration or engineering. It will be a plus to have two to three years’ experience in supply
chain, logistics or a related function and at least one year of customer service experience. Recommendable some sort of commercial/selling experience Knowledge of master data and table files a plus Advanced skills with Microsoft Office. Knowledge in ERP (SAP) and CRM experience preferred. Fluent in local language, desireble fluent english/german and other languages will be a plus.

Skills & Capabilities

The ideal candidate demonstrates the following traits:
Focuses relentlessly on customers
• Works well under pressure
• Works well in teams
• Pays attention to details
The ideal candidate has the following competencies and skills:
Soft Skills:
• Communication skills, including verbal, written and presentation
• Interpersonal skills
• Analytical, decision making and problem-solving skills.
• Ability to multitask
Hard Skills:
• Proficiency in relevant software, such as ERP, CRM, and Microsoft Office

Travel requirements:
Not required

Work place
2 days remote / 3 days presential