Customer Service Specialist - BASF | Nunhems - Haelen/Nunhem - Temporary contract

• Bachelor's degree in Business, Administration, or related field or an equivalent level obtained via work experience
• One to three years’ experience in the field of Customer Service/Order Management
• In-depth knowledge of our products and markets, inventory management and operational techniques used within the company
• Fluent in German, Dutch and English language (verbal and written)
• Advanced experience in ERP system and knowledge of Excel
• Understand local (country) and regional policies and procedures

You will be part of our Customer Service Team which consists of approximately 20 people. This team is the customer support department for different countries within EMEA. Together with the team you will take care of customer orders, interact and provide updates to sales representatives and other departments. In this role you report to the Team Lead Customer Service EMEA.

You will start in this role with a temporary contract through an external partner, with the possibility of extension.

As a Customer Service Specialist DACH, you are responsible for the administrative processing and coordination of sales orders. Responsible for efficient internal and external order execution and effective communication, which results in timely seed delivery to customers. You will build strong long-term customer relationships and maximize the customer experience, by showing you are a reliable and trusted partner.

To this end, you have frequent contact with relevant customers, sales representatives and various internal departments such as Supply Chain, Warehousing, Processing and Finance.

In collaboration with sales representatives, you actively provide commercial support to the relevant markets or customers in DACH. Maximizing customer experience by being a trusted advisor for your customers and stakeholders.

• Responsible for order fulfillment and allocating the right product to the customer’s order according to the SLA (Service Level Agreement) and confirm order delivery date (track & trace) for sales orders. Manage all orders into the ERP system and Salesforce.
• Conduct forecast checks and actively provide information when orders cannot be completed. Collaborate with stakeholders to determine potential substitutes
• Get access into demand planning and make changes according to recommendations and coordinate shortages & surplus, implement the needed seeds coverage percentage
• Ensure customers are well informed of their orders and follow up on requests and questions
• Obtain and share knowledge of country specific procedures and legal requirements be the SPOC (Single Point of Contact) for a crop to your stakeholders and maintain Customer Master data.
• Follow-up on return orders and communication with regional Supply Planner and QA
• Support the complaint handling process and collaborate with Sales and Management to ensure the timely closure of complaints. Evaluate and analyze customer complaints and returns, using set procedures and periodically review KPI's and give proper follow up for your area of responsibility.
• Reception, revision, and examination of rebate agreements to verify their compliance with the established rules and formal requirements before registration in the system.

• Excellent communication skills, be able to communicate effectively with customers, listen actively and respond to their queries and concerns
• Strong problem-solving abilities, identify problems and provide effective solutions
• Ability to coordinate the administrative workload and be able to multitask and manage time effectively to handle multiple inquiries at once. Ability to maintain high levels of productivity within a dynamic and fast paced working environment
• Cooperative, flexible, and willing to work in a team atmosphere and open office environment