Customer Service Associate

Overview

Aurubis - metallurgy is our passion. We are a leading global multi-metal company and one of the largest copper recyclers worldwide. We process complex metal concentrates, scrap metals, and metal-bearing recycling materials into metals of the highest purity. These metals serve as the basis for key megatrends such as digitalization, renewable energies, e-mobility, and urbanization. Aurubis has about 7,000 employees, production sites in Europe and the US, and an extensive worldwide distribution system.

Join our team and promote progress together with us!

As a Customer Service Associate, you will play a key role in delivering an exceptional customer and supplier experience by providing professional, timely, and accurate support to our commercial partners. You will manage supplier and customer requests, administer supply and sales contracts, coordinate deliveries and fixations, and resolve contract- and delivery-related issues. In this role, you’ll ensure high service standards for both internal and external partners while building strong, trust-based relationships with customers and suppliers.

You will also oversee lead-time reporting, manage supplier claims, support risk reporting, and collaborate closely with purchasing and logistics to maintain full compliance with all legal documentation requirements. Beyond daily operations, you’ll actively contribute to project work and continuous improvement initiatives aimed at enhancing process efficiency and overall service quality.

• Customer/Supplier Support
  :
  Serve as the primary point of contact for commercial clients and suppliers, responding promptly and professionally to inquiries, complaints, and requests.
• Issue Resolution
  :
  Identify and analyze customer and supplier issues, troubleshoot problems, and provide effective solutions in a timely manner to ensure satisfaction.
• Relationship Building
  :
  Establish and maintain positive relationships with commercial clients, understanding their needs, preferences, and business requirements to provide personalized and tailored service.
• Product Knowledge
  :
  Develop a deep understanding of our products and services to confidently address customer and supplier inquiries, provide accurate information, and suggest appropriate solutions.
• Order Processing
  :
  Process commercial orders and manage supplier requests accurately and efficiently, ensuring proper documentation, adherence to established procedures, and timely order fulfillment.
• Documentation and Reporting
  :
  Maintain comprehensive and accurate records of customer and supplier interactions, inquiries, and resolutions in the designated systems.
• Cross-functional Collaboration
  :
  Collaborate with internal teams, such as Raw Material Purchase, local Supply Chain Management, Accounting, and Hedging and Controlling to ensure seamless experiences for both customers and suppliers and effective problem resolution.
• Customer Feedback
  :
  Collect and relay customer feedback, suggestions, and concerns to the appropriate departments for continuous improvement of products, services, and processes.
• Policies and Procedures
  :
  Adhere to company policies, procedures, and service standards to uphold a consistent level of service excellence. Additionally, ensure compliance with all legally required documentation for deliveries in collaboration with the logistics department.
• Professional Development
  :
  Stay up to date with industry trends, product knowledge, and customer service best practices to enhance your skills and contribute to the growth of the Commercial Department. Engage in project work and continuous improvement initiatives to enhance overall efficiency and effectiveness.

• High school diploma or equivalent;
  Associate or Bachelor’s degree is a plus.
• At least 3 years of work experience in customer service or a related field, preferably in a commercial or B2B environment.
• Proficiency in using CRM software, ticketing systems, and other customer service tools.
• A background in the metal recycling market is ideal.

• Physical Requirements
• May be required to observe and walk in a smelter environment.
• Must be willing and physically able to work in varying cold and heat…