Assistant Customer Service

Customer Service Assistant

Customer Service Assistant is responsible for ensuring smooth and compliant order processing, from receipt to delivery. This includes managing customer inquiries, preparing necessary documentation, and supporting both customers and Sales Managers with quotes and information flow. The role also oversees local logistics activities and serves as the primary contact for handling external customer complaints, ensuring timely and accurate resolution in coordination with internal teams.

Responsibilities
- Customer onboarding
- Acts as the first line of service for the customers, having the ability to serve them and to coordinate any commercial, technical or operational issues.
- Ensure new customers are onboarded in accordance with the company processes of customer onboarding
- Order and contract management
- Communicates with customers to ensure order entry and amendments are carried out according to customer requirements and verifies order information to ensure correct and compliant documentation is issued.
- Communicates with internal departments and external companies to ensure that orders are dispatched in line with customer requirements whenever possible.
- Ensure proper follow-up on orders (e.g. order tracking, order changes, and managing pre-payments)
- Raise order and invoice samples
- Perform Billing (including credit notes)
- Administers the annual standard price increases in liaison with the relevant Sales Managers and implements.
- Customer Inquiry handling
- Accepts and external complaints and provides feedback after investigation by the QA Manager and in consultation with the Sales Manager.
- Provides commercial support including, but not limited, to preparing, sending and following up offers and samples to customers.
- Data Management
- Updates systems and shipment files to ensure the work trail can be audited if required.
- Accurately administers commercial master data, ensuring accurate, timely implementation of data where required.
- Ensure accurate manage of prices and quotes.
- Logistics
- Perform inbound and outbound forwarding activities.
- Act as a key contact for local transport and shipping companies managing and following up on complaints, delays and other urgent matters
- Plan internal transport at site and remote warehouses
- Ensure a correct registration and processing of the transport orders
- Ensure a correct verification of the logístical cost made
- Arrange transport documents compliant with local legislation and company policies
- Export
- Track shipments and communicate with customers about the transportation progress.
- Coordinate shipping with customs agents for clearance on overseas deliveries.
- Follow up on quotes from prospective shippers and handle claims with insurance companies if any shipment problems happen to occur.
- Ensures that import/export activities comply with company’s policy as well as with local, country and international law and processes.
- Manages the necessary documentation for efficient, cost-effective and lawful execution of all import/export activities.
- Month-End Closing Tasks
- Issue invoices to customers and confirm payment amounts
- Coordinate with accounting for timely month-end reporting
- Ensure all financial records are accurate and submitted on time.
- Manage Lead to Cash process
Manage the customer services and logistics activities taken on by the customer services team members including:
Lead to Quote
Manage samples - orders and invoicing
Manage customers - incl. customer inquiries and contract conditions
Order to Cash
Manage orders, perform invoicing, customer services month end closing activities
Manage order fulfillment and order returns
Manage customer complaints

Basic Qualifications:

- Business English speaking (at least intermediate level)
- Proficient in Microsoft Office suite (Excel, Word, Power point)

Preferred Qualifications:

- Bachelor's degree or equivalent experience
- Experience as an Order Processing and Customer support role.
- Over 2 years of SAP based Sales and Distribution experience.
- +3 years of customer support or similar experience
- Basic knowledge of international trade process: import and export