Gestionnaire ADV - Customer Support Representative FR

Tesa SE; Hamburg, Norderstedt; Vor Ort; EUR 40.000 - 52.000; Vollzeit

Zusammenfassung

Tesa SE in Hamburg is seeking a Customer Support Representative who delivers excellent service and builds a great customer experience every day. You will be the first contact for customers and manage the order-to-invoice cycle, handling inquiries and complaints with professionalism.

Your responsibilities include processing orders, monitoring the SAP pipeline, handling claims, and coordinating with supply chain and finance to ensure timely delivery.

Qualifikationen

• University degree in Business Administration or SCM
• Very good written and spoken English / Dutch (B2+)
• One or more local languages required in the assigned geography
• 2+ years of relevant professional experience in an international, matrix‑oriented company
• Experience in Customer Service or other direct customer facing roles is a plus
• Ideally SAP SD skills including EDI and CRM (MS Dynamics)
• Strong service and customer‑oriented communication and problem solving
• Enjoying a variety of administrative tasks
• Flexible, self‑organized and able to work under pressure
• Team player with a reliable and structured working style
• Comfortable working in a changing, dynamic environment
• High digital affinity and passion for digitized systems and processes

Aufgaben

• Perform order fulfilment activities per service levels for assigned customers
• Handle daily activities in order-to-invoice cycle, including order processing and backorder management
• Monitor SAP order-to-fulfillment pipeline daily
• Handle and follow up on customer claims including credit/debit notes, returns and replacements
• Process general inquiries via phone and e-mail regarding company, products, prices, and delivery
• Maintain information on customer platforms for order-to-invoice
• Lead internal optimization to improve customer scorecards and excellence
• Collaborate with cross-functional teams (supply chain, finance) to ensure smooth processing and timely delivery
• Generate and implement ideas for internal process optimization (First Time Right)
• Adopt changes in new processes, tools, and AI-driven rollouts
• Analyze and support efficiency improvements to KPIs

Kenntnisse

Customer service mindset

Communication skills

Problem solving

English (B2) & Dutch (B2)

Team player

Digital literacy

Ausbildung

University degree in Business Administration or SCM

Tools

SAP SD

EDI

MS Dynamics CRM

Jobbeschreibung

Do you enjoy working with customers, solving problems, and keeping things running smoothly behind the scenes? We’re looking for aCustomer Support Representativewho is passionate about delivering excellent service and creating great customer experience every day.

Purpose of the position:

The Customer Support Representative is striving for excellent customer satisfaction. This role is the first point of contact for our customers, handling the order-to-invoice cycle, and answers all incoming inquiries including customer complaints. Ensure a successful service by partnering up and coordinating with internal departments.

Position content:

Perform order fulfilment activities in compliance with services levels according to the customer segmentation (Operational Service Packages) of assigned customers

Handle daily activities and communication in the order to invoice cycle, including digital and manual order processing, backorder management.

• Monitor SAP order to fulfillment pipeline (blocked/open orders) on a daily basis
• Handle and follow up on customer claims including creation of credit/debit notes, returns and replacements, and other tasks ad hoc tasks

Process general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment

Maintain information on customer platforms (for order to invoice) when required

Collect, document and lead internal optimization activities to improve customer scorecards and ensure customer excellence

Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery

Actively generate and implement ideas for internal process optimization and towards the customers (First Time Right Methodology)

Constantly adopt the change in new processes, new tools, new ways of working overall with AI roll out.

Constantly analyse and support efficiency optimization to improve KPIs.

Scope:

Local

Budget responsibility:

No

Leadership:

No

Capabilities:

University degree or equivalent knowledge in the field of Business Administration, Supply Chain Management (SCM)

Very good written and spoken English / Dutch skills (B2 level or higher)

One or more local languages required in the assigned geography

2+ years of relevant professional experience in an international, matrix-organized company

Experience in Customer Service/other direct customer facing roles is a plus

Ideally good SAP SD skills including EDI as well as CRM (MS Dynamics)

Strong service and excellent customer-oriented communication and problem-solving skills

Enjoying a variety of administrative tasks

Flexible, self-organized and able to work under pressure

Team player with a reliable and structured working style

Comfortable working in a changing, dynamic environment

High digital affinity and passion for working with digitized systems and processes