Customer Service Analyst

Empresaria Group plc; Frankfurt; Hybrid; EUR 42.000 - 62.000; Vollzeit

Zusammenfassung

A global recruitment agency based in Frankfurt is seeking a Customer Service Analyst for a hybrid position. This role involves supporting EMEA Sales Managers and customer service tasks such as book management, contract queries, and logistics workflows. Candidates should have strong customer service experience, preferably with logistics and SAP familiarity. This position offers the opportunity for a long-term career and growth within a dynamic global organization.

Qualifikationen

• Strong customer service or inside sales experience.
• Experience with handling contract queries is necessary.
• SAP experience is preferred.
• Ability to manage tasks with urgency and accuracy.
• Excellent communication skills; comfortable being the operational point person.
• Strong organisational skills and ability to work independently on site.
• Coachable attitude, willingness to learn and have the ambition to grow within an exciting sector.
• Ability to build strong relationships based on trust and results.
• Adaptable and able to work in a fast-paced, changing environment.

Aufgaben

• Act as the main contact for customer contract queries and pricing.
• Support the Commercial backend team with SAP information retrieval.
• Ensure timely resolution of customer queries.
• Ensure timely resolution of queries and maintain fast turnaround SLA.
• Partner with on-site Commercial Sales team members for training and knowledge transfer.
• Contribute to growing the German operations hub in Frankfurt.

Kenntnisse

Strong customer service background

Logistics workflows management

Excellent communication skills

Strong organizational skills

Ability to work independently

Agile and adaptable

Solution-driven perspective

Relationship building

Adaptability

Ausbildung

University degree in Business Administration, Engineering, or related fields

Tools

SAP

Jobbeschreibung

• 6 - 9 month contract with potential for permanent
• Hybrid 3 days on-site
• Frankfurt based

Our global client in the mining sector is seeking a Customer Service Analyst to support the EMEA Sales Managers and Customer Service team with all aspects of book management including sales, procurement, strategy formation, customer relationship management, contract negotiation and execution.

In this role you will support account management for clients and be the first point of contact for business-as-usual customer requests including volume declarations, scheduling requests and will work closely with Portfolio, Scheduling teams, Commercial Services & Logistics to ensure on time delivery of contracted volumes and associated documentation.

At the same time you will support Operations with trade off strategies or support, including but not limited to liaising with third parties and managing associated documentation.

Key Responsibilities

• Act as the main contact for customer contract queries, pricing allocations, and logistical follow‑ups
• Support the Commercial backend team with SAP‑based information retrieval and collections‑related activities (no SAP data entry required)
• Collaborate with the team to manage customer service requests and backend administrative workflows
• Ensure accurate and timely resolution of queries, maintaining a fast turnaround SLA
• Partner with on‑site Commercial Sales team members and peers for training and knowledge transfer
• Contribute to growing the in‑office presence as part of the German operations hub

Required Skills & Experience

• Strong customer service or inside sales background
• Experience handling contract queries, pricing, or logistics workflows
• SAP experience preferred
• Ability to manage tasks with urgency and accuracy
• Excellent communication skills; comfortable being the operational point person
• Strong organisational skills and ability to work independently on site
• A passion towards learning and developing a career in an industry that provides materials essential to human progress.
• An unwavering attitude towards safety and respect for others and different cultures.
• A coachable attitude, willingness to learn and have the ambition to grow within an exciting sector.
• Agile, adaptable, and keen to extend oneself in a global organisation to achieve results.
• Solution and customer driven perspective, with good understanding of nuances between independence, to timely and needed escalation.
• Ability to build strong relationships based on trust and results.
• Ability to work as a team player and adapt, work in a fast pace, demanding and changing environment.
• University degree in either Business Administration, Engineering, Logistics, Marketing, or related fields (is preferred)

Why This Role?

• High‑visibility position supporting a critical gap in the European service team
• Opportunity to transition into a long‑term or permanent role
• On‑site training and daily interaction with the Commercial Sales team
• Chance to build operational capability within the growing Frankfurt office