Main Function:
Primary mission of the customer Service representative is to understand customers and care about them, which is the process of ensuring customer appreciation and satisfaction whatever mode chosen. It´s key to meet and exceed customer´s expectation and contribute to their success, providing real solutions to them and add value to their business operations, products and service. In coherence to that, the Customer Service Representative should also consider Aptar’s KPI´s and objectives to improve OTIF, Reactivity, Flexibility as well as the optimization of working capital
Main Duties:
- Active manage and care about customers
- Know Forecast Management & Logistic Agreements with customers and execute it in the day-to-day business.
- Manage all kind of orders (Sampling, Standard Sales Orders, Scheduling Agreements, etc.).
- Manage Customer Forecasts and coordinate and organize shipments according customer requests.
- Manage all king of shipping & customs documents as well as billing.
- Coordination of quality complaints together with quality as well as organization of return shipments because of quality reasons .
- Support and actively work with the S&OP tools (e.g. Forecast Entry via IBP).
- Manage Customer Stock according to the principle of optimized working capital (definition of right safety stock, stock keeping, overdue stocks as well as pro-active overdue stocks).
- Prepare and manage Customer Service-related Master Data preparation / CMSR.
- "Manage any kind of customer requests and issues (coordination of claims, questionnaires, dunning, specification updates …) and support Sales Accounts on any Customer Service-related topics"
- Manage/update price lists
- Manage color sampling/matching and sample requests
- Active communication with customers to build up trust and strengthen our customer relationships
- Cooperate with Sales in all customers related topics
- Manage and/or be part of local and regional Customer Service projects
Qualification: Bachelor’s degree in Management or a related discipline.
Experience
- Experience in Customer Service Management, Master Data & Systems (ATR1/SAP, APO, IBP)
- Experience in Project Team coordination or in general Team management
- Experience in working directly with multinational partners/customers
- Advanced Excel Skills
- Product Know How
Skills/ Abilities
- Ability to work within a multi-cultural environment
- Fluency in English (major advantage would also be working knowledge of either French, German, Italian or Spanish)
- Proven results orientation
- Proven Customer management skills
- Project Management Skills
- Analytical thinking capabilities
- Strong communication skills & problem-solving mentality
- Customer Centric Mindset
