Customer Service Representative

SCHOTT AG•Duryea, PA

About The Position

This role acts as the primary point of contact for customers within the operations organization, ensuring a unified customer experience. The position involves processing customer inquiries, clarifying product availability, delivery dates, and payment terms by collaborating with departments such as production planning, production, sales, and quality. The representative will also determine product costs, create and submit offers, check customer orders for accuracy, and manage export regulations. Key responsibilities include order entry, confirmation, proactive monitoring, and managing article master data. Additionally, the role involves processing orders, handling consignment warehouses, managing customer complaints, maintaining master data, supporting sales activities, and acting as a key user for IT systems.

Requirements

Commercial training and additional training in foreign trade
3-5 years of experience in sales and/or customer service
Fluent English (written and spoken)
MS Office proficiency
SAP knowledge
Basic business knowledge
Customer and service orientation
Team player
Reliability
Structured way of thinking and communication

Responsibilities

Acts as the first point of contact for supported customers in the operations organization, maintaining internal and external customer contacts.
Processes customer inquiries in the SAP ERP system, clarifying material availability, delivery dates, payment and delivery conditions with relevant departments.
Determines product costs for standard products and creates/submits offers/price proposals.
Checks customer orders for correctness, agrees on export regulations, and plans customer orders based on priorities.
Creates customer orders in SAP, confirms orders to customers, and proactively monitors orders, informing customers and sales of any deviations.
Enters article master data and maintains price conditions in SAP.
Monitors delivery dates, credit limits, and incoming payments, initiating necessary measures.
Creates invoices, certificates of origin, and customs papers for export.
Handles correspondence with banks and authorities for export processing and arranges fee transfers.
Creates shipping instructions, forwards delivery documents, and contributes to freight space disposition and transport arrangements.
Monitors customer consignment warehouses, performing necessary bookings and inventories.
Processes customer complaints in the CRM system, coordinating with responsible parties, and creating credit notes or replacement deliveries.
Completes customer complaints in the CRM system.
Initiates and tracks the article creation process, maintaining accurate master data.
Supports the optimization of business processes and maintains customer master data.
Supports sales in checking the creditworthiness of new customers.
Assists in developing procurement and quality agreements and implementing customer surveys.
Supports the preparation of customer audits and visits, and participates in customer visits.
Supports the introduction of new IT systems, tests them, identifies problems, and finds solutions.
Informs and trains colleagues on projects and provides assistance with technical implementation.