Description
We are seeking a highly skilled Customer Service Specialist to join our team in Munich, Germany. As a Customer Service Specialist, you will play a central role in our supply chain and customer service operations, ensuring seamless order processing and excellent customer experiences.
Responsibilities:
- Manage the entire order-to-cash process for a key customer group, focusing on efficient order processing, excellent customer service, and sustainable process optimisation.
- Serve as the primary point of contact for customers, logistics partners, and internal stakeholders, including professional escalation management and development of customised solutions.
- Ensure high service and quality standards, while also being responsible for the Red Bull ordering tool, including master data management, application development, and support for achieving relevant KPIs such as FRT, CSAT, NPS, and OTIF.
- Handle complaints and returns for a defined customer group, working closely with the headquarters to resolve consumer complaints sustainably, including escalation management and solution finding.
- Ensure efficient processing of debit notes and all required system-side inventory movements and bookings.
Requirements:
- Completed business studies or a comparable commercial vocational training with subsequent several years of professional experience.
- Excellent German and English language skills in writing and speaking.
- Very good communication skills, both written and verbal, as well as a professional and target-oriented expression.
- High customer orientation combined with a service-oriented, proactive, and solution-oriented work style.
- Pronounced problem-solving and analytical skills, particularly in dealing with complex operational issues.
- Careful, structured, and detail-oriented way of working.
- Ability to work reliably under time pressure, set priorities effectively, and manage multiple tasks in parallel.
- Empathetic, patient, and sovereign communication when dealing with customers, internal interfaces, and external partners.
- Proactive attitude towards continuous improvement of processes, tools, and workflows.
- Sound ERP knowledge, ideally in SAP.
- Good user knowledge of Microsoft Excel.
- Initial experience with CX software desirable, such as Zendesk.
- Pronounced team ability as well as the ability to handle tasks independently, responsibly, and goal-oriented.