Customer Care Specialist (w/m/d)
Location: Kaiseraugst, Switzerland (Hybrid)
Duration: 17/03/ /12/2025 + possibility of an extension
Key Tasks
* Own the order to cash process and partner with Account Managers on the customer relationship.
* Receive orders from customers through different channels (e.g. email, phone, eCommerce, EDI), create orders in SAP and communicate confirmation/acknowledgement to customers and own the order including changes.
* Check orders received, i.e. Available to Promise check (liaise with supply chain) to respond back to the customer within 48 hours, validate quotation of the order price and payment terms, options for improving order pattern.
* Maintain and update regularly customer and country specific master data.
* Monitor products on allocation or tight supply and ensure that release is done in a timely manner. Escalate to the relevant internal stakeholders in time and ensure the right accountability for the blocks.
* Process deliveries by allocating manually or automatically batches for each industry subject to customers' specific requirements.
* Upon request provide all shipping documents to customers, as well as the part of export documents CCS can create.
* Create transport documents/delivery notes, arrange shipments with the forwarder, track order status, communicate status to the customer.
* Ensure internal and external communication by phone/e-mail for all matters pertaining to CCS issues.
* Maintain surveillance of call-offs against contracts, delivery lead-times, pricing, Minimum order Value, item proposals and informs account management and customers accordingly.
* Check and monitor credit limits in close collaboration with the account management and Finance.
* Receive, own and communicate with customers on logistic complaints. Process and surveillance of Customer Complaint and identify potential problem and source of solution.
* Surveillance of return orders within the customer complaint process, replacement of goods, and all documentation/certificates related to the orders, i.e. orders confirmation, invoices, credit notes.
* Monitor consignment stocks.
* Surveillance of customers' specific requirements on systems support in close collaboration with responsible Account.
* Participate in and contribute to relevant continuous improvement projects for Customer Care.
* Serve as a link for the customer to the relevant DNP internal stakeholders for additional (Non-standard) requests- accountability with the relevant stakeholders.
* Adhere to segregation of duties and SHE guidelines.
Key Requirements
* Generalist background / commercial education followed by practical experience in Customer Care and/or transportation/logistics activities.
* Familiar with Incoterms, liability matters pertaining to Insurance.
* Good knowledge of Microsoft applications (Outlook, Word, Excel, PowerPoint) - Internet.
* Solid understanding of SAP R3 SD Module.
* Very good command (written & verbal) of English is a prerequisite, plus additional other language on native level according to the allocated customer (German / French / Italian / Spanish / Dutch).
* Accurate, solution-oriented and customer-friendly communication style (phone/email).
* Flexible and open-minded.
* Open for change and showing initiative.
* Enthusiastic and committed to take ownership.
* Communicative and co-operative.
* Team player.
* Business and process oriented; ability to follow defined process and contribute to process improvements.
* Digital savvy.
* Deliver on Customer Value.
* Customer understanding.
* Act on customer needs.
* Able to prioritize under pressure.
* Accurate and reliable.
In Switzerland, for contract roles it is mandatory for the candidate to be a Swiss citizen or a European passport holder.
Sthree Switzerland is acting as an Employment Business in relation to this vacancy.
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