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 providing excellent customer experiences.
Responsibilities:
- Manage the entire order-to-cash process for one of our largest customer groups, 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, and track key performance indicators such as FRT, CSAT, NPS, and OTIF.
- Manage the Red Bull ordering tool, including master data management, application development, and support for achieving relevant KPIs.
- Handle complaints and returns for a defined customer group, working closely with the headquarters to resolve consumer complaints and ensure efficient processing of returns.
Requirements:
- Completed business studies or a comparable commercial vocational training with subsequent multi-year professional experience.
- Excellent German and English language skills in writing and speaking.
- Outstanding verbal and written communication skills, as well as professional, 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 work style.
- 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 continuously improving 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.