Customer Service Representative - Order Management Specialist with German
About the Role
We are looking for a German-speaking Customer Service & Order Management Specialist to join our international team. In this role, you will be responsible for managing customer orders from receipt through delivery, ensuring accurate order processing and providing high-quality support to customers and internal stakeholders.
You will work closely with Sales, Logistics, Supply Chain, Finance, and Warehouse teams to resolve issues, coordinate deliveries, and ensure a smooth customer experience.
Key Responsibilities
- Manage the end-to-end order process, from order entry to delivery and invoicing.
- Process customer orders accurately in ERP/SAP or other order management systems.
- Communicate with German-speaking customers regarding orders, deliveries, availability, pricing, and product information.
- Monitor order status and proactively communicate delays, shortages, backorders, or delivery changes.
- Coordinate with warehouses, logistics providers, sales teams, and internal departments to resolve order-related issues.
- Handle customer inquiries via email and phone in German and English.
- Investigate and resolve order discrepancies, delivery issues, returns, complaints, and credit requests.
- Maintain accurate customer and order information in internal systems.
- Monitor OTIF (On-Time In-Full) and other customer service/order management KPIs.
- Support the Sales team with order-related administration and customer requests.
- Prepare reports and provide regular updates on outstanding orders and customer issues.
- Identify recurring problems and contribute to process improvements.
- Ensure compliance with company policies and agreed customer service procedures.
Requirements
- Fluent German — written and spoken (C1)
- Good English communication skills - B2
- Previous experience in Customer Service, Order Management, Order-to-Cash, Sales Operations, or Supply Chain.
- Experience working with ERP systems, ideally SAP.
- Good knowledge of Excel / Microsoft Office.
- Strong attention to detail and ability to manage multiple orders and priorities.
- Excellent communication and problem-solving skills.
- Customer-oriented approach with a proactive attitude.
- Ability to work effectively with international teams and different functions.