Job Description:
We are seeking a highly skilled Customer Service Specialist to join our team and provide exceptional support to our clients. As a key member of our commercial department, you will be responsible for handling customer inquiries, resolving issues, and ensuring seamless order management.
This is a fantastic opportunity to work with a dynamic team and contribute to the success of our organization. If you have a passion for customer service, excellent communication skills, and a strong analytical mindset, we encourage you to apply.
Key Responsibilities:
* Customer Service & Support: Respond to client inquiries via phone, email, or in person; provide assistance on orders, deliveries, billing, and documentation;
* Order & Sales Process Management: Input, track, and update orders in the system; coordinate with logistics to confirm availability and delivery times;
* Logistics & Shipping Coordination: Support export processes (documentation, deadlines, delivery terms); monitor shipments and assist in resolving any transport-related incidents;
* Invoicing & Accounting Interface: Issue invoices and credit notes; ensure all invoices meet legal and tax compliance requirements;
* Complaint Management & Non-Conformities: Register and monitor client complaints; liaise with Quality, Production, and Logistics to resolve issues;
* Documentation Control & Compliance: Check required documentation for each sale/export process; ensure all legal and fiscal obligations are met in issued documents;
* Performance Monitoring – KPIs: Track and report key indicators such as SLA compliance, average response and resolution times, number of complaints per client/month, billing non-conformities rate, customer satisfaction (when applicable), and support in preparing regular performance reports;
* Continuous Improvement: Actively contribute ideas to improve internal processes; collaborate with teams to implement efficiency and customer service enhancements.
Requirements:
* Degree in Management, Business Administration, Logistics, or related field;
* Academic background in Management, International Trade, Logistics, or related areas (or currently studying);
* Minimum of 3 years of experience in backoffice management, commercial support, or order administration in an industrial or technical B2B context;
* Proven experience in using ERP systems (preferably Microsoft Dynamics 365 Business Central) and reporting tools;
* Strong understanding of process mapping, continuous improvement, and workflow automation;
* High proficiency in Microsoft Office, especially Excel and Outlook;
Personal Profile:
* Passion for customer service and problem-solving;
* Analytical mindset with a clear focus on KPIs, data integrity, and client-centric service;
* Excellent organizational and problem-solving skills;
* Effective communicator, both written and verbal, with a collaborative attitude;
* Proactive, solution-driven, and comfortable managing priorities in a dynamic environment;
* Fluency in English.