Customer Service Associate

Lifestyle Brands (the LSB) is a growing house of like-minded brands under the SC Johnson umbrella including Method®, Mrs. Meyer’s Clean Day®, Babyganics® and Ecover®. Headquartered in San Francisco with additional operations in Chicago and throughout Europe, the LSB is home to 650 employees. Together we act as a force for bold, transformative growth with a focus on delivering positive impact for people and the planet. If you’re into pioneering the future and doing good while doing business, come join us. The LSB is part of SC Johnson, a family-owned company and leading manufacturer of household cleaning, home storage, air care, pest control and shoe care products, as well as professional products. Originally founded in 1886 and headquartered in Wisconsin, U.S.A., SC Johnson and the Lifestyle Brands division are at work for a better world. Customer Service Associate DACH - Location: Hamburg (Germany) - Contract type: Permanent - People Leader: European Planning Manager - Function: Supply Chain What’s in it for you? - Competitive pay & benefits package - Free breakfast & snacks - 30 days annual holiday - Volunteering days - Flexible working hours + compressed week hours (1/2 day off on Fridays) - ‘Build your own’ learning programme - Green commute allowance - Pension - Free cleaning products to make your house SHINE Overview: The Germany, Austria & Switzerland (DACH) regions are key to the long-term success of Lifestyle Brands Europe. Delivering world class customer service levels to our customers here is critical to us delivering on our lofty growth ambitions. The Germany CSA is responsible for delighting our German customers at every turn, ensuring their orders, queries, claims are all handled in a timely fashion and the wider business is challenged to deliver the service our customers expect. The Germany CSA sits within a pool of CSAs who work across Europe on different regions and so would also be expected to provide cover across other markets from time to time. The role reports directly to the EU Planning Manager (based in the UK). Responsibilities: - Accurately & precisely handle enter/process orders in SAP - Manual order entry and confirmation to customer - Processing EDI orders - Resolving blocked EDI orders to ensure orders don’t get stuck in the matrix - Provide a world class service to our German customers - Be the point of contact for resolution of day to day delivery / order / service issues / returns for customer - Communicate volume cuts, shortages, and availability dates with customers. Tracking shortages weekly - Implement best practice ways of working to drive service excellence - Engage and develop ideas for customer service optimization - Manage an effective and efficient relationship with our warehouse & logistics partner - Investigate delivery variances / shortage notes with customer & warehouse to agreed timescales - Escalate and collaborate with logistics/sales/planning manager/supply chain manager where relevant to balance service excellence and cost - Manage the integrity of our customer data in SAP - Update customer data as required / link barcodes to customer product codes for any new listing for EDI customers / link retailer SKU number to our products/manage substitutions - Best supporting role - Provide cover within the existing CSA team for other markets where required - Support local sales team with ad hoc volume requests, order details, product queries, samples requests - Work with our finance team to resolve customer stock queries - Help instill company values within the team, with focus on a solution-based approach to problem solving Experience you’ll bring: - >2 years of customer service experience in a B2B operation - Strong working knowledge of ERP systems - SAP specifically preferred Superpowers you’ll bring: - Great positive communication skills, both internally and externally while demonstrating passion, patience and empathy - German & English language skills to be able to effective communicate with our customers & colleagues - Diplomatic approach to challengeswhilst having the backbone, guts & charm to get the job done - Consistently high standards & high attention to detail - The personality and energy to set and add to the team vibe in our offices Get to know us: We are the people behind method + Ecover. We’ve always done things differently - we’re fearless thinkers, mad scientists and adventurous designers who believe that making soap leads to brave ideas, bold inventions and beautiful bubbles. We started small but we have big plans to make the world a cleaner, greener, more colourful place. We invite everyone to join us as we pioneer a future where doing business is doing good for all. Let’s get one thing straight - you’re not coming here to just sell soap, or cleaning products. You’re joining us to move the hearts, souls and minds of others all over the world that see the world differently. We think about cleaning as an