Job Description

Assist in customer support from inquiry to order, handle basic contract and compliance inquiries, maintain customer data, support order processing and handover, collaborate on special projects, aid in sales tasks and process automation, and contribute to pricing strategy and customer communication.

Job Responsibilities:

• Provide customer support throughout the inquiry-to-order stage, ensuring a seamless and positive experience that meets or exceeds their needs Focus on customer accounts by taking ownership of customer issues from start to resolution, ensuring timely follow-up.
• Act as a key intermediary between customers (local and overseas) and internal stakeholders, ensuring clear, consistent communication throughout the order management process
• Responsible for handling all customer inquiries associated with the functions of pre-sales, order (amendment) handling, delivery, fulfillment, after-sales, payment/credit limits and contractual handling
• Maintain up-to-date and accurate customer master data to facilitate efficient communication and seamless order processing.
• Responsible for managing all order entries through all relevant channels and customer portals such as e-shop, EDI etc. and support customers in onboarding to those platforms
• 1st entry of escalations in complaint and warranty management and ensure efficient handling of customer complaints and warranty claims and manage product recalls and regulatory audits efficiently ensuring compliance with internal processes and regulatory requirements.
• Manage product recalls and regulatory audits efficiently ensuring compliance with internal processes and regulatory requirements.
• Collaborate closely with procurement, production, logistics, and overseas teams to facilitate effective communication, streamline workflows, and ensure timely delivery of materials and products.

Qualifications:

• Bachelor's degree with a minimum of 3 years of relevant experience in Customer Service, Order Fulfilment, or a related field
• Background in production, manufacturing, or supply chain operations with the ability to interpret bills of materials and production schedules.
• Demonstrated dedication to providing outstanding after-sales support and customer satisfaction.
• Extensive experience with SAP and CRM systems required; S/4Hana is a plus
• Excellent planning with multi-tasking capabilities, stakeholder management and influencing skills across functions and geographies
• Thrives in fast-paced, matrixed multinational environments, collaborating effectively across global and regional teams within diverse cultural and commercial contexts.
• Business‑fluent English with excellent communication and collaboration skills to work with procurement, production, and logistics teams local and overseas.

Professional Competencies:

• Communication
• CRM
• Cultural Fit
• Execution
• Experience
• Initiative
• Logistics Expertise
• Manufacturing Experience
• Maturity
• Negotiation Skills
• Professional suitability
• Strategic thinking

Culture Competencies:

• Become better everyday
• Break new ground
• Trust and collaboration
• Champion customers satisfaction
• Demonstrate ownership