CUSTOMER SERVICE ASSOCIATE DACH -GERMAN SPEAKING

· Location: Hamburg (Germany)
· Contract type: Permanent
· People Leader: European Planning Manager
· Function: Supply Chain

EXPERIENCE YOU’LL BRING:

· >2 years of customer service experience in a B2B operation
· Strong working knowledge of ERP systems – SAP specifically preferred
· Fluent in German and English

GET TO KNOW US:

We are the people behind method + Ecover. We’ve always done things differently – we’re fearless thinkers, mad scientists and adventurous designers who believe that making soap leads to brave ideas, bold inventions and beautiful bubbles. We started small but we have big plans to make the world a cleaner, greener, more colourful place. We invite everyone to join us as we pioneer a future where doing business is doing good for all.
Let’s get one thing straight – you’re not coming here to just sell soap, or cleaning products. You’re joining us to move the hearts, souls and minds of others all over the world that see the world differently. We think about cleaning as an act of creative expression, a gesture of rebellion, and, yes, an escape from the normal. We take cleaning seriously – but not ourselves.
Alongside our friends Mrs. Meyer’s clean day and babyganics in the US, we are collectively known as Lifestyle Brands and are part of the SC Johnson family.

· Accurately & precisely handle enter/process orders in SAP
o Manual order entry and confirmation to customer
o Processing EDI orders
o Resolving blocked EDI orders to ensure orders don’t get stuck in the matrix
· Provide a world class service to our German customers
o Be the point of contact for resolution of day to day delivery / order / service issues / returns for customer
o Communicate volume cuts, shortages, and availability dates with customers. Tracking shortages weekly
o Implement best practice ways of working to drive service excellence

o Engage and develop ideas for customer service optimization

• Manage an effective and efficient relationship with our warehouse & logistics partner
• Investigate delivery variances / shortage notes with customer & warehouse to agreed timescales
• Escalate and collaborate with logistics/sales/planning manager/supply chain manager where relevant to balance service excellence and cost
• Manage the integrity of our customer data in SAP
• Update customer data as required / link barcodes to customer product codes for any new listing for EDI customers / link retailer SKU number to our products/manage substitutions
• Best supporting role!
• Provide cover within the existing CSA team for other markets where required
• Support local sales team with ad hoc volume requests, order details, product queries, samples requests
• Work with our finance team to resolve customer stock queries
• Help instill company values within the team, with focus on a solution-based approach to problem solving