Customer Service Coordinator

SUMMARY OF JOB CONTENTS 

This position is responsible for ensuring positive customer relations, order development and maintenance of carbon fiber and carbon fiber intermediates.   

 

ACCOUNTABILITIES

• Order creation
  • Clarification of necessary information with customer and/or Sales and plants (Production Planning and Shipping), thereof at least:
    • delivery dates, shipping mode, Incoterm, payment term, minimum order quantities, possibly transport and packaging costs
  • Keying of orders, maintaining delivery schedules and volume contracts
  • Creation, checking against offer and issuing of order confirmation as face to the customer following Four-Eye-Principle
  • Participation in "Sales & Operations Planning“ process
  • Creation of sample deliveries
• Order maintenance
  • Pro-active information to customer in case of delays
  • Pro-active solution finding in cooperation with sales and plants
  • Change of delivery dates if necessary after review with customer
  • Regular review of order book to ensure 100% delivery rate
• Order fulfillment
  • Collection and provision of necessary documentation (inter alia certificates, shipping documents, etc.)
• Cash collection and dunning
  • In-time send-out of invoices to customers and releasing to Accounting
  • Reporting dunning status to Controlling/Treasury
  • Escalation of outstanding invoices to Sales
• Return / claim management
  • First point of contact for returns / claims
  • Steering the return / claim process
• System administration
  • Creation and maintenance of customer and material master data in SAP
• Reporting and Controlling
  • Continuously improving internal interfaces
• General and legal aspects
  • Controlling and adherence to preferential regulatory and foreign trade
  • Archiving of documentation both in systems and physically if required
  • Substitute to colleagues with regards to holidays or unavailability

 

 

Preferred Knowledge / Skills / ExperiencE

• 2+ years customer service experience in manufacturing environment required.
• 4-year degree in business or a related field or significant experience or significant related experience in customer service.
• Must be task oriented and able to meet deadlines.
• Able to work well on own without close supervision and make efficient and effective decisions..
• A working knowledge of Microsoft Office programs.  
• Experience with SAP desired.
• Knowledge of maintenance & production methodologies and planning, preferred.
• Proven excellent written and verbal communication skills, required.

 

Physical demands

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

While performing the functions of this job, the employee is regularly required to sit, type, use office machines, telephone and computer systems and move around building.

 

WORK ENVIORNMENT

 

The work