Customer Support Specialist

vor 4 Wochen

Ratingen, Nordrhein-Westfalen, Deutschland Ardo Vollzeit

Customer Support Specialist

Ardo is a leading supplier of high-quality frozen vegetables, herbs, and fruit, operating with 4000 employees across 17 production sites in 8 countries. The family-owned business serves over 100 countries and has a turnover exceeding 1.4 billion euros. Ardo's mission is to preserve the essence of nature in its purest form, achieved through a well-integrated network of growing areas, production units, freezing facilities, packaging equipment, logistics, and rigorous quality control. The group's expertise and adaptable structure enable swift responses to emerging trends and the rapid introduction of innovative products to the market.

Your Role

As a Customer Support Specialist, you will be an integral part of the Ardo Group Sales Support Team, which oversees a global customer portfolio within the food industry, retail, and foodservice sectors. This team operates as a distinct branch within the Customer Excellence Team.

In this position, you will serve as the primary contact for the sales manager, customer service, and customers regarding product support, contract and forecast follow-up, and service level agreement (SLA) management. You will also act as the customer's liaison for commercial inquiries in the absence of the sales manager.

Your responsibilities will include building strong business relationships and proactively enhancing customer satisfaction. You will analyze market and customer data to identify opportunities and communicate insights to the sales manager, assisting in the development of business and account plans. Frequent interaction with customer service, sales, and supply chain teams will be essential to ensure accurate follow-up and garner internal support for your customers.

You will join a growing team that has recently been established as a center of expertise, catering to both local and international customers. With the right attitude and drive, you can expect career advancement opportunities within Ardo. You will report to the Customer Excellence Team leader.

Key Responsibilities:

  • Collaborate proactively with account managers by managing and analyzing customer files, market data, and product portfolios, and preparing for customer meetings.
  • Monitor and follow up on tenders and quotations in collaboration with account managers, and manage customer questionnaires and sustainability reports.
  • Lead communication with customers regarding article forms, action proposals, and sample shipments for new packaging, while collaborating with internal and external stakeholders to ensure successful sales processes.
  • Provide periodic reports on turnover, assortment, profitability, and customized reports for both internal and customer use.
  • Manage pricing by preparing quotations for account managers and overseeing promotional management, including forecasting and analysis.
  • Ensure accurate SLA follow-up for your customers.
  • Coordinate item screenings and follow-up on packaging, article creations, first productions, and new product development samples, collaborating with marketing, data management, and supply chain.
  • Manage small customer projects and serve as the internal communicator for customer-related inquiries, such as quality assurance, internal data, and material statuses.

Your Profile

  • A master's degree is preferred.
  • A minimum of 5 years of experience in a large, fast-paced company in customer service, inside sales, or sales support roles.
  • Excellent language skills are required: very good written and verbal German, good English, and proficiency in an additional language is a plus.
  • A customer-focused mindset and a commitment to delivering exceptional service are essential.
  • Strong networking abilities and the capacity to think on an international level are important.
  • Proficiency in new IT systems (preferably SAP) and advanced Excel skills are necessary; experience with a CRM system is advantageous.
  • A proactive approach to building customer relationships and maximizing success opportunities is crucial.
  • A willingness to learn, develop, and adapt in a dynamic business environment is expected.
  • Flexibility and multitasking skills are essential for managing complexity.
  • A solution-oriented mindset and a commitment to continuous improvement are valued.
  • A positive attitude towards the company's future and a passion for achieving results are important.
  • Initiative in suggesting tools to optimize processes at a group level is encouraged.
  • A collaborative spirit and willingness to share team responsibilities with colleagues are essential.

What We Offer

We provide the opportunity to be part of a sustainable international company with genuine growth prospects and the freedom to actively shape the business while developing professionally. A comprehensive remuneration package will be offered in line with the level of this position. We prioritize our employees' well-being and foster a family-friendly environment by allowing flexibility to work from home two days a week.

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