Customer Excellence Specialist

at  Stora Enso

We are looking for Customer Excellence Specialist in Düsseldorf for Packaging Materials Supply Chain Customer Fulfilment. You will be important, first contact point for PM Customers, whom we deliver order fulfilment and knowledge services. You will uphold strong relationship with the customers and admin orders from inquiry to delivery, to meet customers’ expectations. Your work is supported by modern technology, Salesforce as platform for managing customer contacts and communication as well as managing workflow to route exceptions and special inquiries to our internal stakeholders. We offer you a permanent position.
About the position
You will leverage your extensive competences about customer service, order fulfilment and service concepts to create loyal customers and differentiate us from competitors that offer similar products or services. Your knowledge to create customer value and drive innovation through digitalization will be utilized to develop our service competitiveness. And you can grow further your expertise of service channels in role of Salesforce Champion, which is one of special assignment in the team.

In this role, you will be responsible for:

• dedicated part of the customer base in co-operation with the concerned Sales Manager
• handling customer contacts through different channels and build relationship
• handling customer inquiries and order management
• monitoring Customer credit limit and controlling stocks
• providing up to date info to Customer regarding the supply status of their orders
• advice customers regarding basic sustainability and product related questions
• expansion of customer base and improving the utilization rate of eFlow online for onboarded customers

You will be a part of an international team of Customer Excellence Specialists, who have contacts globally.
You will specialize to dedicated customer base connected to specific market or business. We offer you development opportunities for professional growth through trainings, promotions, implementation of state-of-the-art tools and development projects. You have possibility for Hybrid work with 2 days in Düsseldorf office per week.
About you
You communicate easily in Dutch and English language, in all types of situations, and you are passionate for good customer service and to implement best practices in daily work. You have self-discipline and the motivation to achieve goals independently and you are ready to take personal ownership of your job performance. You can maintain professional behaviour; effectiveness, accuracy and co-operation despite pressure. You are team player and interact with people effectively and you are willing to share and receive information. To succeed in the role, you have minimum 3 years’ experience of Customer Fulfilment in a multinational environment and ideal candidate has also experience of working in digital service channels.
What we offer
By joining us, you will be part of our diverse working culture supporting you to explore new perspectives and develop professionally. You will contribute towards a more sustainable world, as we believe that anything made from fossil-based materials today can be made from a tree tomorrow. To keep you going safely, we support your physical and mental wellbeing.

Successful candidates are offered:

• attractive employment conditions in an effective team work environment
• interesting, responsible and challenging work in international company with recognized reputation
• possibilities of professional development

Have we piqued your interest and would you like to take on this challenge with us? Then we would like to get to know you and find out more about you and your work.
We look forward to hearing from you

• dedicated part of the customer base in co-operation with the concerned Sales Manager
• handling customer contacts through different channels and build relationship
• handling customer inquiries and order management
• monitoring Customer credit limit and controlling stocks
• providing up to date info to Customer regarding the supply status of their orders
• advice customers regarding basic sustainability and product related questions
• expansion of customer base and improving the utilization rate of eFlow online for onboarded customer