Hybrid Customer Service Agent & Logistics Coordinator (m/f/d)

Division: Fernox

Who are we looking for?

About Fernox

Fernox is a global leader in chemical water treatment, filtration devices, and diagnostic solutions for domestic and commercial heating systems. We are committed to innovation, sustainability, and outstanding customer support across all our European markets.

To support our expanding operations in Germany, we are seeking a highly organized and customer-focused professional to take on a hybrid role combining Customer Service and Logistics Coordination.

Role Overview

In this dual-function role, you will act as a key contact for customers while coordinating essential logistics processes across the German and wider European market. You will ensure seamless order handling, excellent customer communication, and the efficient flow of goods through our supply chain.

This role requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

What will you be doing?

Customer Service (Approx. 50%)

• Serve as a primary point of contact for customers via phone and email.
• Handle enquiries related to orders, products, pricing, and delivery timelines.
• Process and manage customer orders in the ERP system.
• Resolve customer issues professionally, escalating when required.
• Collaborate with internal sales, technical teams, and external partners to provide accurate and timely information.
• Maintain high levels of customer satisfaction through proactive communication and service excellence.

• Coordinate inbound and outbound shipments with warehouses, carriers, and freight partners.
• Monitor delivery performance and ensure timely dispatch of customer orders.
• Prepare and manage shipping documentation, customs paperwork, and transport instructions.
• Maintain accurate logistics data within systems and ensure on-time entry of shipment updates.
• Support inventory accuracy by tracking stock levels, backorders, and replenishment needs.
• Assist in resolving logistics issues such as delays, damages, or discrepancies.

Essential

• Completed apprenticeship or Bachelor Degree in Internal Sales or similar.
• Fluency in German and English (written and spoken).
• Previous experience in customer service, logistics coordination, or a combined operations role.
• Strong administrative and organisational skills.
• Excellent communication and interpersonal abilities.
• Proficiency in MS Office and experience with ERP/CRM systems.
• Ability to work independently and collaboratively in a hybrid environment.
• Customer-focused mindset with a solution-driven approach.

• Experience within manufacturing, chemical, engineering, or related technical industries.
• Knowledge of international shipping procedures and logistics documentation.
• Familiarity with JD Edwards or similar ERP platforms.

We are Offering...

• A dynamic and supportive team environment.
• Hybrid working model (office in Langenfeld + remote flexibility).
• Opportunities for professional development within a global organisation.
• Competitive salary and benefits package.
• Corporate Benefits.
• Business Bike leasing after 6 months completion of employment.