Supply Chain Customer Service Expert, CE BU Europe

Customer Service Representative

The Customer Service Representative is responsible for interacting with customers to provide information, support, and problem resolution in response to inquiries and order status. They serve as the customer’s main point of contact for delivery and order status, maintaining proactive communication and acting on customer inquiries in an efficient and timely manner. The role involves building strong partnerships internally with production, planning, logistics, and business functions to identify and drive alternatives that meet customer order requirements.

• Serves as the main point of contact related to delivery and order status for an assigned customer portfolio.
• Provides guidance to customers about available stock quantities, required production and delivery times, and reviews customer requests related to production lead‑time, transportation mode, and service options.
• Reviews daily customer demand, validates deviations, and addresses specific customer needs.
• Ensures proactive internal notification of customer delivery risk following the Customer Impact Alert process and sends a proactive external notification to customers on supply risk at least one week prior to the customer order schedule date.
• Collaborates on the planning of internal meetings to provide critical customer account feedback related to minimum production requirements; updates supply coverage overview based on production plans and customer needs.
• Regularly reviews and assists in the timely resolution of customer concerns, claims, or complaints on the portal related to the delivery process.
• Executes manual order entry within required timelines and accuracy.
• Communicates with customers in the event of inventory opportunities to supply orders at an earlier time.
• Identifies pull‑in opportunities based on specific customer logistics or flexibility agreements.
• Communicates customers’ first and last shipments from phase‑in and phase‑out material.
• Organizes timely reviews and investigations of the root cause for customer short‑payments.
• Approves or rejects chargebacks and submits respective debit or credit memos when applicable.
• Collaborates with planning and/or logistics teams to ensure execution of shipments per customer needs or requests and follows up with required customer information.
• Collaborates with customers to determine shipping method.

• University degree (e.g., Bachelor's degree) or equivalent relevant work experience.
• Team player able to work in a fast‑paced environment and to handle multiple competing tasks and demands.
• Strong communication skills – oral, written, and presentation.
• Strong organization, planning, and time‑management skills to achieve results.
• Strong personal and professional ethical values and integrity.
• Self‑accountable for achieving goals and standards.
• Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel).
• Strong interpersonal and collaboration skills to work effectively with all levels of the organization, including suppliers and external customers.

• Customer Service
• Logistics
• Microsoft Office
• Planning
• Excel
• English (requirement)