Expert Customer Service

Company Description

METRO is a leading international wholesale company with food and non-food assortments that specialises in serving the needs of hotels, restaurants and caterers (HoReCa) as well as independent traders. Around the world, METRO has some 16 million customers who can choose whether to shop in one of the large-format stores, order online and collect their purchases at the store or have them delivered. METRO also supports the competitiveness of entrepreneurs and independent businesses with digital solutions and thereby contributes to cultural diversity in retail and hospitality.

**Job Description**:
The Services provided to our customers include Supply Management, Customer Service, Regional Warehousing & Sales Management, International Transport Management and Common Sourcing Flow Management. Currently about 4.000+ and growing Non-Food and Food articles flow through our Regional Distribution Centres. This number increases month by month as a consequence of MCC’s strategic move towards more International Common Sourcing.

Within Common Sourcing Logistics you will work in Customer Service Logistics - Expert Order Management. The purpose of this role is to provide courteous, friendly and efficient customer service to all customers / retail partners and effectively manage the order book to ensure accurate and timely order placement, management and shipment and to enable the company to meet its sales targets. You are first contact/ single point of contact for our customers, sales, service and global supply chain functions. You will be able to look after a number of our independent accounts, overseeing orders from start to finish, anticipating problems and troubleshooting accordingly.

**Where your expertise is needed**
- Process customer sales and transport orders in compliance with company policies and standard operating procedures. This implicates keeping customers informed of delays or early fulfilment. Follow up on outstanding orders/availability issues to minimize cancellations.
- In particular, you support the management of sales and transport orders to MCC Countries incl. the necessary documents for international shipments.

As a part of our team you are actively involved in coordination of distribution and warehousing processes. You are supporting the enhancement of LSP services, workflows and the internal logistic reporting.

Together with the team in Düsseldorf you are working with international Logistic Service Providers in order to serve MCC countries.
- Effective communication with international suppliers and customers/countries to ensure smooth operation of sales and transport order flow
- As an interface to all logístical aspects, you coordinate our logistics service providers in EMEA and communicate with DC’s to ensure accurate and timely shipping
- Team with other functions such as Demand Planning, Logistics, Finance, IT Services to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction.
- Ensure timely and accurate invoice management & dispute resolution working in close collaboration with Accounts Receivable
- Identify re-occurrent problems and manage sustainable improvements using your expertise and analytical skills on warehouse/LSP and carrier management.

**Qualifications**:

- High school degree (or equivalent experience) with minimum 4-5 years of relevant work experience preferably in a Wholesale / B2B Customer Service role / Freight Forwarding and Logistics.
- Very good English speaker (both written and oral) is a must. Any other language such as German or any other European Language is beneficiary
- proficient Knowledge in MS Office products including Word, Excel, and Outlook (especially Excel at least VLOOKUP and Pivot Tables)
- Preferable working experience with ERP systems (ideally Microsoft Dynamics - Navision)
- Your personality is best described as being a team player, being accurate, analytical, open minded and having a can-do attitude

Additional Information
**What we offer you**
- Work-life balance: trust-based working hours, 30 days' holiday and options for mobile working.
- Training: a comprehensive training offer via our own training team as well as our own annual training budget.
- Well-being: Health programs, free gym on our campus, regular employee events and the opportunity to participate in the annual METRO Marathon.
- Comfort: very good transport connections and free parking spaces including charging facilities for e-mobility. Two canteens with very reasonably priced meals as well as discounts in our stores and at many partner companies.
- Company pension plan: You will receive an allowance from us to provide for your pension.