Multilingual CS & Order Management (German / French / Italian Support)

Job Summary:

The role is responsible for the order management processes to ensure on-time order fulfillment in business-to-business support at the country or regional level, including managing domestic, export, and consignment orders. The role is also responsible for customer complaint coordination via IFF notification process, operational problem solving, timely follow-up of order fulfillment with cross functional collaboration and, as well as supporting the implementation of work process enhancement when/where needed.

Responsibilities:

• Manage customer orders including domestic, export and consignment orders based on SOX compliance policy; order entry, order confirmation, invoice issuance and order follow-up till good delivery to customer inclusive documentation and problem-solving if any
• Ensure timely and accurate LOR entry for orders delayed for any reason
• Coordinate customer complaints and escalations with relevant internal stakeholders by ensuring timely communication and appropriate actions are implemented.
• Respond to customer’ s inquiry in a timely and accurate manner
• Build a strong partnership with internal team including cross-functional teams
• Ensure smooth logistics processes including daily delivery operations / follow-up with 4PL and 3PL forwarders
• Support implementation of work processes, techniques and systems; share knowledge (best practice) and contribute to continuous improvement in order management processes
• Managing disputes (credit / debit / returns) and follow-up approval process and maintaining them into the system (PR1)
• Ensure full compliance of each and every process in customer service to cover all internal / external audit requirements i.e. FSSC 22000, SOX, government audits

• Bachelor’ s degree (no specific major fields required) – Foreign Trade / Business is preferred
• 2-3 years experience in Customer Service or Supply Chain
• Knowledge in domestic and international trade
• SAP and MS Office skills
• Excellent communication and follow-up skills (internal/external customers)
• Fluent business English communication skills
• Cross cultural awareness

• Handle customer orders from start to finish:
• Order entry
• Order confirmation
• Invoice issuance
• Delivery coordination
• Manage:
• Domestic orders
• Export orders
• Consignment orders
• Ensure compliance with:
• SOX
• FSSC 22000
• Internal and external audits
• Coordinate customer complaints and escalations
• Work closely with:
• Logistics teams
• Warehouses
• 3PL / 4PL providers
• Sales and supply chain teams
• Handle disputes:
• Credit notes
• Debit notes
• Product returns
• Ensure timely delivery and customer satisfaction
• Support process improvements and operational excellence

• SAP knowledge
• Microsoft Office
• International trade knowledge
• Good communication and follow-up
• Problem-solving capability
• Cross-cultural communication
• Fluent English

• This role specifically requires multilingual capability:
• German
• Italian
• French