Customer Support Representative - Digitalization & AI Focus

Tesa SE; Hamburg, Norderstedt; On-site; EUR 42,000 - 52,000; Full time

Job summary

tesa SE is seeking a Customer Support Representative in Hamburg to manage orders, inquiries, and collaboration with cross-functional teams. You will use SAP and CRM tools while embracing AI-enabled solutions to improve efficiency and customer experience.

You will contribute to a smarter, more digital way of working, balancing accuracy with a warm, human customer interaction and driving continuous improvement across processes.

Qualifications

• University degree or equivalent practical knowledge in business or supply chain.
• Experience in customer service is advantageous, with an international context.
• Strong written and spoken English (B2 or higher) required.

Responsibilities

• Own day-to-day order-to-fulfilment activities for assigned customers.
• Process orders, backorders, returns, and related requests within SLAs.
• Respond to inquiries by phone and email with clarity and empathy.
• Monitor orders in SAP and coordinate actions for timely delivery.
• Collaborate with Supply Chain, Finance, Sales, and other teams.
• Document scorecards, identify trends, and raise follow-ups.
• Use AI-enabled tools to simplify work and improve quality.
• Suggest and implement process improvements with a First Time Right mindset.
• Support testing and adoption of new systems and workflows.

Skills

Customer communication

Problem solving

Stakeholder coordination

Digital confidence

Curiosity about AI/automation

English proficiency (B2+)

Education

University degree in Business Administration, Supply Chain Management, or related field

Tools

SAP

Esker

EDI

Microsoft Dynamics (CRM)

Job description

Deliver for customers today. Help shape how we serve them tomorrow.

Customer Support is evolving, and so is this role. Alongside hands-on customer and order management, you will help us improve how we work through digitalization, data, AI and smarter processes.

Great Customer Support is about more than processing orders and answering questions. We are creating simpler, smarter and more digital ways of working, using automation and AI to reduce repetitive work and create more time for what matters: solving customer challenges and adding value.

As a Customer Support Representative, you will support our customers today while helping us shape how Customer Support works tomorrow.

• Own day-to-day order-to-fulfilment activities for assigned customers in line with agreed service levels and customer segmentation.

• Manage the complete order-to-invoice cycle, including digital and manual order processing, backorders, credit and debit notes, returns, replacements, and related requests.

• Respond to customer inquiries and complaints by phone and email with clarity, empathy, ownership, and a solution-focused mindset.

• Monitor blocked and open orders in SAP, identify potential issues early, and coordinate action to support accurate and timely delivery.

• Maintain order-to-invoice information and transactions on customer platforms.

• Collaborate closely with Supply Chain, Finance, Sales, and other internal teams to resolve issues and deliver a consistent customer experience.

• Collect and document customer scorecards, identify trends, and alert the relevant teams when follow-up is needed.

• Use digital tools, automation, and AI-enabled solutions responsibly to simplify work, improve quality, and enhance customer communication.

• Proactively recommend and implement process improvements using a First Time Right mindset.

• Support testing, adoption, and continuous improvement of new systems, workflows, and ways of working.

Scope: Local

Budget responsibility: No

Leadership: No

Grow with Customer Support

This role gives you the opportunity to understand customers, processes and our business while utilizing and expand skills in problem solving, digitalization, process improvement and cross-functional collaboration.

As Customer Support evolves, you can evolve with it, moving from handling customer requests and order processing toward improving how we work and contributing more value to our customers.

• A university degree or equivalent practical knowledge in Business Administration, Supply Chain Management, or a related field.

• At least two years of relevant experience in an international, matrix-organized company; customer service or another customer-facing role is an advantage.

• Very good written and spoken English skills at B2 level or higher, plus the required local language or languages for the assigned geography.

• Experience with SAP, Esker, EDI, CRM platforms such as Microsoft Dynamics, or comparable business systems is highly valued.

• Strong digital confidence and the ability to learn new systems quickly.

• Genuine curiosity about AI, automation, and how technology can improve customer service and everyday work.

• Excellent customer communication, problem-solving, and stakeholder coordination skills.

• A structured, reliable, and self-organized approach, with the flexibility to manage changing priorities.

• A collaborative mindset, personal ownership, and motivation to turn change into positive outcomes.

• Satisfaction from solving problems, improving processes, and creating happy customers.

• See technology as an opportunity and enjoy exploring smarter ways to work.

• Stay calm, curious, and solution-oriented when priorities or processes change.

• Take ownership instead of simply passing problems on.

• Balance accuracy and efficiency with a warm, human customer experience.

• Enjoy working with people across functions, cultures, and locations.

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