Lead Customer Experience Specialist With German

The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts, bringing customers, Sales, and Business Operations together.

They are responsible for commercial and operational activities as part of the Order-To-Cash process, including validation and booking of customer orders, managing order changes, providing status updates, and managing physical and financial claims, while maintaining strong alignment with all relevant internal functions as part of the end-to-end customer experience.

In addition, they proactively support Sales by identifying customer development opportunities, promoting customer retention, and contributing to the adoption of value-added products and services through an exceptional customer experience.

JOB RESPONSIBILITIES:

Pre-Order Entry

• Timely gather all relevant info to accurately respond to all customer queries related to: product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
• Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc.)
• Other customer special requirements

Order Entry

• Validation and order entry of customer purchase orders within defined target
• Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment
• (price discrepancy, credit holds, material exclusion etc)
• Covers order scheduling according customer specific requirements as well as internal stock availability
• Set up, document and maintain the order entry process for assigned customers

Customer Growth & Commercial Support

• Supports Sales in customer development activities and follow-up actions for key accounts.
• Proactively identifies opportunities to improve customer loyalty, increase repeat business, and promote adoption of value-added products and services.
• Leverages customer interactions and operational insights to identify commercial opportunities and escalates them to the appropriate sales stakeholders.
• Contributes to customer retention and revenue growth by delivering a seamless customer experience across the end-to-end order-to-cash process.

Backlog Management

• Act as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
• Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
• Communicates proactively with customers, providing relevant information regarding potential delays and status updates.
• Performs regular backlog management activities and reporting to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
• Supports revenue maximization activities (drop ship, expedite requests, etc.) and partners with the demand & forecasting teams.

Claims management

• Supports all customer disputes regarding standard return transactions, defective items, damaged shipments and ensures fast resolution in collaboration with other internal departments
• Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
• Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices

Continuous Improvement

• Applies continuous improvement methodology, quality standards and process compliance in day to day activities
• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
• Based on business requirements, support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed.

Transition support (where applicable)

• Getting familiar and managing the existing documentation as well as keeping it up to date. Identification of blind spots and potential risks.
• Supports Supervisor in transition planning which includes i.e. preparation of the knowledge transfer agenda, introduction to transition team and to the sending site, participation in regular catch up calls.
• Actively takes part in shadowing during the visit at the sending site - reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog
• Identification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration.
• Supports ERP, CRM, call center and any other necessary system implementation.
• Builds professional relationship with the counterparts and related functions.
• Sharing the knowledge gathered during the knowledge transfer at sending site with the receiving team.

Transition Support (where applicable)

• Supports transition planning, knowledge transfer, and documentation maintenance.
• Identifies process gaps, risks, customer-specific requirements, and backlog during transition activities.
• Supports ERP, CRM, and other system implementations or migrations.
• Builds strong relationships with stakeholders and promotes effective knowledge sharing across teams.

CORE SKILLS/COMPETENCY REQUIREMENTS:

Must have (Requirements)

• Bachelor's degree or equivalent professional experience.
• Business fluent in written and spoken English and German
• 5+ years Customer Support experience and/or equivalent in supply chain / order management / order to cash related experience
• Strong knowledge/experience with CRM/ERP system business processes
• High level of MS office skills (Excel, Word, Outlook, PowerPoint)

We value: (Skills, nice to have)

• High level of customer orientation
• Commercially minded with the ability to identify customer growth opportunities and support customer retention initiatives.
• Demonstrated ability to partner effectively with Sales teams to drive customer development and enhance the overall customer experience.
• Proactive approach to identifying opportunities for upselling, cross-selling, and increasing customer engagement while maintaining a customer-first mindset.
• Specialist user level for ERP (Business Central), CRM (MS Dynamics 365) and/or other CRM/ERP tools
• Excellent written and spoken communication skills (phone, mail, email)
• Strong team player with the ability to take ownership and follow-through
• Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement
• Demonstrated solution-oriented, pro-active "can do" attitude, Willingness and ability to work under own initiative
• Self-motivated with assertive communication skills, positive and result oriented attitude
• Well organized with good time management, result oriented
• Experience with Customer tools/portals perceived as a plus
• Process documentation skills, six sigma knowledge is a plus
• Incoterms & special Trade and Compliance knowledge including applicability and exceptions is a plus
• Financial understanding of the OTC process is a plus