Customer Service Specialist with German

at  Stanley Black Decker

THE PERSON (REQUIREMENTS):

• Work experience within Customer Service or related
• Customer orientation with ability to provide solutions
• Knowledge of ERP systems, SAP is an advantage
• Desired: MS Excel
• Fluent German language, English language: professional communication
• Good interpersonal and communication skills, team player
• Accurate, with a high standard of quality
• Proactive, result and goal driven
• Comfortable with change

WHO WE ARE

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn’t stopped us from evolving into a vibrant, diverse, global growth company.

PURPOSE

If you are passionate about customer service, have a positive approach, like to work in a team, then you are the person we are looking for!
As a Customer Service Specialist, you will provide great customer experience by ensuring a high quality order management and customer service. You will be the main contact for order correspondence including service and quality actions. The role will consist of transactional activities, with a focus on proposing solutions to our customers. This role is in close communication with other departments (Finance, Warehouse, Production, Planning team & Quality).

THE JOB (RESPONSIBILITIES):

• Be the first contact for customer, sales & operational issues for assigned customers
• End to end Customer Order Management: from managing quotations, order entry, delivery, and dispute management
• Proactive communication of order status
• Internal communication with stakeholders
• Ensure all calls, queries and requests are processed according to the service level agreement (as defined in company KPI’s)
• Ensure fast response and follow up to all sales enquiries, including the submission of samples, quotations and any other information related to orders
• Ensure disputes’ claims are raised and actioned in line with service level agreement
• Validation of claims & disputes, negotiation with customers, dispute resolution, analysis of credit, returns and debit notes

PURPOSE-DRIVEN COMPANY:

You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices