Customer Service Associate Dach

**Customer Service Associate DACH -German Speaking** - **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 - Fluent in German and English **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 act of creative expression, a gesture of rebellion, and, yes, an escape from the normal. We take cleaning seriously - but not ourselves. Alongside our friends Mrs. Meyer’s clean day and babyganics in the US, we are collectively known as Lifestyle Brands and are part of the SC Johnson family. **Application**: Have you made it this far? If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stro