Customer Support Agent (m/f/d)

Area: Customer Support
Location: Erfurt

As a Customer Support Agent, you are an important point of contact (m/f/d) for our customers - with a clear focus on professional communication, solution-orientated work and smooth processes. You will handle customer enquiries independently, recognise escalation potential at an early stage and actively contribute to cross-departmental projects to further develop our processes.

Your role:

• Independent handling of customer communication - in writing, by telephone and across locations
• Competent support of customer concerns including escalation management and close coordination with internal departments
• Order management from forecasting and order creation to delivery and invoicing
• Maintaining and updating relevant system data (ERP & other tools)
• Collaboration on internal projects to improve processes and optimise the customer experience
• Support during customer visits, internal/external audits and relevant interface topics
• Active participation in the achievement of our service KPIs

Your profile:

• You have a degree from a university or technical college (e.g. bachelor's degree, technician, technical business administrator).
• Alternatively, you have at least 5 years of professional experience in a pay scale group 7 or 8 position.
• You have a very good command of written and spoken English - you also feel confident in communicating with international customers.
• You are familiar with the special features of international trade and have a basic understanding of export requirements.
• You have experience in customer communication - even in escalation situations you remain solution-orientated and confident.
• You have an empathetic, open and clear manner - and can also mediate in challenging conversations.
• You work in a structured manner, make decisions independently and maintain an overview of complex processes.
• You are familiar with ERP and MES systems - as well as the common MS Office applications.
  
  

Why you should apply:
This position offers you the opportunity to apply and expand your experience in a customer environment. You will work in international context, take on responsibility and play an active role - both in day-to-day business and in projects. If you are interested in development and real interface work, this is the right place for you.

We look forward to receiving your application!

Please only use our internal career page (SAP SuccessFactors) to submit your application.