Senior Customer Operations Specialist

What we ask

• Bachelor or Master's degree
• Minimum of 3 years of experience in order management or similar field within Supply Chain
• Experience in a customer service environment, preferably in the FMCG industry
• Fluency in English, written and spoken, German knowledge is preferred
• Knowledge of Supply Chain within the FMCG
• Knowledge of/and experience with ERP system (SAP), CRM system (Salesforce), MS Office
• Team player
• Problem solving
• Analytical capability

What we offer

• hybrid working model with 2 days in the office
• a friendly corporate culture with flat hierarchies in a dynamic, motivated team
• an innovative and communicative open-space office concept
• attractive and performance-related renumeration, attractive social benefits and a company pension scheme
• benefits such as free-parking, subsidies for public transportation, free products for consumption in our social area
• personal and professional development opportunities via our in-house academy

Vacancy description

1. Projects and continuous improvements

• Continuously looks for and implements department and/or customer related improvement projects
• The customer operations work is highly automated. Projects, continuous improvements and problem solving are therefore often IT related.
• Continuously analyses and identifies shortcomings to current processes, tools and systems, and propose and after approval implement improvements thereof

1. Customer Service

• Builds and maintains strong, professional customer relationships and serves as the primary point of contact.
• Contact accounts pro-actively to discuss options like changes in delivery due to shortages, short shelf life etcetera and can act within prescribed mandate.
• Oversees automated and AI-generated customer communication across various systems (including Salesforce and Celonis).
• Provides high-quality customer support by responding to inquiries and resolving complaints in line with contractual agreements and internal procedures.

1. Information and communication

• Mostly interacts with peers within the business on an operational level

1. Order to Cash

• Manages the entire order process and ensures that all sales orders are received, validated, and processed in accordance with customer agreements and internal standards.
• Oversees automated order entry (EDI, web portal, robotic processes) to ensure timely and accurate delivery. In case of discrepancies, is responsible for corrective actions (manual order entry) and for following up on preventive solutions.
• Performs checks and completes order entry within set deadlines to guarantee timely delivery.
• Identifies operational risks and deviations, and takes timely action to safeguard continuity and quality.