Customer Service Representative

Customer Service Representative

Actylis is a global solutions provider with over 75 years of experience, specializing in streamlining the management of critical ingredients and raw materials for our business partners. We offer both sourcing and manufacturing solutions tailored to meet diverse and evolving needs, ensuring a reliable, agile, and secure supply network. Our commitment to customization allows us to create flexible solutions, whether it's a unique specification, custom packaging, or tailored logistics strategies. With deep expertise in quality and regulatory compliance, sourcing and logistics management, analytical services, and R&D support, we reduce complexities and mitigate risks, empowering our partners to focus on growing their business. In furtherance of that goal, Actylis is seeking new members of the team. This expansion, coupled with a comprehensive benefits package, and opportunities for challenge and growth, make Actylis the ideal place to work and thrive. We hope you'll consider joining us!

Position Summary

Location: Dusseldorf/Hamburg (hybrid), Germany (remote), Switzerland (remote)

As a Customer Service Representative, you will be responsible for overseeing customer interactions, including inquiries, order management, and complaint resolution. You will manage the end-to-end order process (import and export), including order entry, modifications, and close coordination with logistics teams. In this role, you will ensure a high level of customer satisfaction by delivering reliable and proactive service.

Responsibilities will include:

• Orders management:
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Communicate with customers through email or phone and respond promptly to their inquiries.
• Register and manage customer orders, frame orders.
• Register and manage supplier POs, track PO delivery date.
• Review invoices against POs and provide approval for payment to the Finance department.
• Ensure to meet delivery dates or proactively inform customers about any delay and keep ERP up to date.
• Send shipping documents to customers.
• Coordinate customers' forecasts in collaboration with Demand Planning department.
• Participate to quarterly business reviews with our key accounts.
• Complaints management:
• Acknowledge receipt of customers complaints.
• Log the complaints in the applicable system.
• Store relevant information and documentation for investigation.
• Participate to the investigation with our Quality department, our Logistics coordinators, our complaint expert and our external partners.
• Provide a solution to customers in a timely and efficient manner.
• Continuous improvement & projects:
• Show openness to continuous improvement and actively contribute to process optimization.
• Participate in projects aimed at enhancing operational processes and customer satisfaction.

Required Experience & Knowledge

Education:

Supply Chain / International Trade / Languages / Sales graduated: Bachelor degree.

Experience:

Minimum 2 years operational experience as customer service / sales administration assistant

Specific Knowledge, Skills, Licenses, Certifications etc::

MS office skills: Word, Excel proficiency

ERP: SAGE will be preferred

Language: English & French (verbal and written)

Exceptional verbal and written communication skills

Strong client-facing and communication skills

Customer Service orientation

Ability to work in a fast-changing environment with international contacts

Physical Demand N/A

Supervisory Responsibilities None

Work Environment Employee can work remotely and must have adequate space and tools to perform his duties.

Actylis is an Equal Opportunity Employer. Actylis US does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.