Customer Service Specialist - German Speaker

Reporting to the Customer Service Team Leader EMEA, the Customer Service Specialist is responsible for managing a group of customers on a daily basis, following the complete customer journey from enquiry through to delivery.  

The position holder requires experience of B2B customer service in a manufacturing or industrial setting, across a range of countries. They must have an excellent command of the English language, and a second European language is required (depending on the country remit that the position holder has). The person must be able to build strong professional relationships with our key customers and with internal colleagues across the sales, supply chain and finance teams in particular.

Customer Experience:

• Becoming an expert in the full order-to-cash process flow in Morgan, and to be able to train colleagues and identify process improvement opportunities
• To manage customers directly, entering quotes, orders, SPPIs if required and following orders through the process until shipments to customers are completed
• Strive to resolve customer queries professionally and responsively and achieving excellent customer satisfaction
• Make sure customer data are kept clean and updated

Communication:

• Engage and work very closely with the Sales Reps to facilitate the sales team to succeed in the market
• Work collaboratively with other team members in addressing queries to the right person in the right department and make sure the process is lean
• Coordinate the order flow with other departments
• Keep team members engaged with our CRM and other data tracking tools

Analysis and compliance:

• Manage document retention processes for the customers the position is responsible for
• Follow the OTD and late picking situation at all times for the assigned customers
• Contribute towards high performance of the team, in KPIs such as order acknowledgment time, customer complaint resolution time
• Liaise with sales and the Customer Service Team Leader to give appropriate data for regular re-forecasting activities

Education & Acquired Knowledge: What does the role holder need to know?

• At least 2+ years of managing direct customers, preferably within B2B manufacturing or industrial companies.
• Familiarity with export requirements between various countries
• Real fluency in English with at least intermediate German.

Experience: What does the role holder need to be familiar with?

• Experience with managing customer relationships and focusing on maintaining and improving service levels, as well as discovering their needs and values
• Ability to work flexibly with remote stakeholders across the organisation to serve the customers
• Real eye for detail and ability to see the bigger picture.
• Ability to deal with large number of stakeholders under pressure within complex situations.
• Ability to challenge status quo in a proactive way.
• Willingness for very occasional short travels, within Europe
• Openness on identifying personal knowledge gaps and real interest to learn and develop.

Technology & Systems: What tools does the role holder use?

• JDE E1 knowledge preferred, or similar ERP system experience
• Microsoft Excel, PowerPoint, CRM (Microsoft Dynamics), use of QlikView (or PowerBI) is a plus IND-1