Customer service specialist

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Execute day-to-day customer service-related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service function core values.
Leverage deep understanding of specific key account customers, processes, systems and act as an escalation point of contact for any verbal or written form of enquiries from external customers
Interact with customers in a professional, friendly and efficient manner
Provide customer service via the internet, phone and email to support activities including:
- Account set-up, allocation and delivery issues
- Order processing and order fulfilment
- Sales order tracking
- Monitor supply outages and react accordingly for incoming and existing orders
- Support the management of complaint treatment
- Using SAP ERP system to maintain the Customers’ data
Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high-quality service
Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided
Support Customer Service Manager on daily basis and participate in different projects where required

Bachelor’s degree in business
5+ year experience in a customer service role, dealing with Key Account Customers
Advanced English knowledge (fluency in reading, writing and speaking)
German, Italian or French language is an advantage
Demonstrate a strong understanding of customers' needs / behaviors
Excellent interpersonal and communication skills and ability to build effective working relationships
Strong time management and organization skills
Powerful problem-solving skills
Experience in using SAP