Customer Service Representative

Provides customer service support to customers utilizing effective relationship management skills.

How you make an impact:
1. Order Management

• Responsible for order management during the whole process of order life cycle - order entering to JDE checking the order
• Based on customer request checking the availability of the inventory
• Follow up with the customer
• Backorder reporting Processing the orders of consignment stock
• Support physical consignment checks (resolve discrepancies in cooperation with the sales team)
• Credit order management - If applicable in cooperation with Bids and Tenders ensuring correctness and reliability of price information in the system - price revision adjustments
• Ship to creation and maintenance in address book

2. Complaint management

• Complaints to returned goods management and documentation handling and problems solving (Biokits communicate with QA dept.)
• Coordination of FCA
• Additional office duties such as archiving and categorizing relevant documents
• If applicable basic EDI administration
• May potentially act as a part of super-user network for JDE and SFDC
• Participation moderately complex one time projects aiming for improving the quality of service and effectiveness of customer service department
• May potentially act as a trainer and mentor of less experienced colleagues

What youll need:

• H.S. Diploma or equivalent 2 years experience previous related experience Required and Bachelors Degree Preferred
• Fluency in both German and English (written and spoken) is required
• Located in or near Vienna as this is an office-based position with a home office option
• Experience with Salesforce is a nice to have
  
  Additional Skills:
  Advanced computer skills including usage of MS Office Suite
  Ability to work in a fast paced environment
  Availability to work under pressure
  Good problem-solving and critical thinking skills
  Ability to work effectively in a cross-functional team environment
  Ability to manage confidential information with discretion
  Excellent customer service skills with ability to negotiate and resolve difficult situations
  Excellent problem-solving skills
  Ability to build and maintain strong relationships across the organization to influence and achieve objectives
  Ability to prioritize competing objectives in a fast paced environment
  Critical thinking and challenging status quo
  Basic organizational skills
  Availability to travel for shorter period of time Adhere to all company rules and requirements (e.g. pandemic protocols Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control
  Experience with an ERP software (e.g. JDE) preferred Good written and verbal communication skills and interpersonal relationship skillls