Customer Service Team Lead

Job Description

Join our Customer Service Team as a Customer Service Manager.  Are you organized, communicative, and able to keep an overview even in complex processes? Then we offer you an exciting opportunity to apply your skills in a dynamic and international environment. As a Customer Service Manager you will play a central role in order processing and distribution of our products, with direct customer contact, high responsibility and close collaboration with internal and external stake holders.

Your responsibilities:

• End-to-end Order Management: capturing and maintaining customer orders in SAP HANA. Aligning with internal stakeholders (e.g. Supply Chain, Logistics, Accounting), coordinating timely processing, and preparing shipping processes including invoicing.
• Monitor and manage the order backlog, including coordination with various points of contact.
• Customer communication: sending order confirmations and invoices, collecting necessary shipping documents, clarifying delivery details, and proactively supporting our customers.
• Shipping and export handling: creating, reviewing, and managing all relevant shipping, export, and customs documents in compliance with legal and internal guidelines.
• Logistics coordination: close collaboration with external logistics service providers to ensure smooth and on-time delivery, including tracking and escalation management.
• Inventory management: overseeing the daily operation of the warehouse, monitoring stock levels and communicating with Supply Chain to ensure timely replenishment, working to prevent both shortages and overstocking. 
• Dispatch sample orders to customers and conduct sample inventory.
• Creation of purchase orders for intercompany shipments.
• Complaint handling.
• Continuous process improvement: contributing to the optimization of existing processes in Order Management and Distribution to increase efficiency and customer satisfaction.