Customer Service Specialist - Order Management with German

at  British American Tobacco

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Proficiency level in German
• Responsiveness to Customer needs and willingness to solve their problems.
• Familiarity with multichannel/ omnichannel (Email, Voice, Chats, E-Commerce) operating model
• Relevant working experience will be a significant advantage (Order Management, Order to Cash, Sales Administration)
• Related working experience will be an advantage (Inside Sales, Master Data, Customer Service, Supply Chain, Logistics)
• Attention to detail and a great Customer Service attitude is a must.

ROLE POSITIONING AND OBJECTIVES

Our Engagement Centre is fully dedicated providing world class customer service to our consumers and distributors. We provide multi-channel support and have the best team of people ready to assist them. Your role will be to assist our B2B customers within Order Management arena, to ensure the support is provided at every stage i.e. while registering the order, capturing details, managing data and getting it delivered on time. You would also help customers fix issues and ensure order and stock challenges are resolved in timely manner.
Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.
Seize the opportunity to shape the future of customer interactions with BAT’s Engagement Centre!

WHAT YOU WILL BE ACCOUNTABLE FOR

• Verify customer purchase orders (e.g., contact details, pricing, terms) & monitor order management process from order entry in SAP system to delivery.
• Ensure order check and related stock prioritization to ensure all customer requirements are met.
• Drive commercial conversations and negotiation with Customers.
• Act as the customer’s representative by capturing input and contributing to continuous improvement and customer satisfaction.
• Immediately escalate/report to the line manager any breach in existing controls and highlight any possible risks caused by lack of control.

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most sustainable companie