Purpose & Overall Relevance for the Organization:

•    Provide support to the Project and Process Manager
•    Establish and follow up on relevant cross-group reporting in order to steer the order book in collaboration with Customer Fulfillment and Finance
•    Analyse relevant Customer Service processes and KPIs on customer and department level and recommend measures for optimization (e.g., Service Level Agreements, workload analyses)
•    Deliver best in class service to an assigned account group, working in partnership with the Sales organization and key departments to achieve the company strategic business plan. 

Responsibilities: 

•    Independently prepare analyses and reports for quantifying influencing factors, e.g., results management, quarterly sales analyses, overdue reports)
•    Prepare presentations and analyses for strategic/internal purposes and customer projects 
•    Build MicroStrategy solutions for AO that provides a simplified structure and access to all relevant reporting
•    coordinate ad hoc analyses 
•    Prepare and carry out strategic meetings and projects
•    support and coordinate the implementation of cross-departmental processes of selected topics and projects, e.g., reorganization, recalls, procurement, Salesforce - Assist enhancements
•    Evaluate and challenge existing processes as well as process changes and updates in cooperation with experts in order to optimally anticipate impacts and resolve potential problems in a proactive manner.
•    Expand cross-departmental process documentation by creating and providing templates; together with team members follow up and support the processing; overall coordination 
•    Create a sound set-up for increasing knowledge exchange and transfer within the team
•    Coordinate and support SAP testing with the testers of the customer groups and the relevant interfaces; inform the teams of the main changes and updates 
•    Collect and coordinate all system and process related issue towards system owners and provide solutions
•    Actively participate in workshops on general AO matters that are relevant for all service groups 
•    Maintain and update files, electronic files, records, organization charts, etc.
•    Alignment with other European clusters on processes
•    Be an expert in all operational and commercial areas, ensuring excellent Customer Service is always delivered.
•    Manage day to day customer requests with the aim to resolve queries and provide creative and efficient solutions. 
•    Collaborate with our wholesale accounts and partners to ensure efficient and accurate customer set-up.
•    Order book management from order to invoice to ensure orderbook transparency and conversion.
•    Special handling coordination for new requests and changes aligned with our commercial strategy.
•    Process returns and complaints in line with the policy and record all requests in the Sales Force system, while cooperating intensively with internal and external logistics partners (forwarding companies, inbound and outbound, warehouses), as well as with Finance department
•    Perform special tasks, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.
•    Stand in for and support colleagues working in other groups within Account Operations.
•    Act as key user and/or tester in system- and process-based IT projects, as well as updating and adapting the test scenarios.
•    Attend customer meetings at and outside the Herzogenaurach location.

Key Relationships: 

•    AO Team, Sales, Finance, Customer Fulfillment, IT, HR, Legal, Wholesale Accounts, Supply Chain Team, External – 3rd Parties, Marketing

Knowledge, Skills and Abilities: 

•    Basic knowledge of project management
•    Advanced Microsoft Office skills (Excel, PowerPoint, Word, Outlook, PowerBi)
•    Very good command of both German and English (written and spoken)
•    business acumen
•    Good communication skills
•    High level of service orientation in interacting with internal and external stakeholders and customers
•    Be a confident, positive and driven member of the team, ensuring you contribute to a high-performance culture in the team and department.
•    Experience in working under pressure to meet deadlines and conflicting priorities
•    Good numeracy
•    Good organizational skills
•    Advanced SAP skills
•    Solid knowledge of operational processes, also externally, if applicable

Requisite Education and Experience/Minimum Qualifications: 

•    University degree (Bachelor, Master, MBA) in Economics, Business Administration, Finance or similar
•    Ideally 3+ years’ experience in providing customer support in the field of Customer Service, Sales or Supply Chain  
•    Strong theoretical understanding of job function
•    Experience with Account Operations / Customer Service is a strong plus