Customer Service Representative - DACH

Chemelex is a global leader in electric thermal and sensing solutions, protecting the world’s critical processes, places and people. With over 50 years of innovation and a commitment to excellence, we develop solutions that ensure safety, reliability, and efficiency in diverse environments – from industrial plants and data centers to people’s homes. We deliver future-ready technologies, advanced engineering capabilities and local expertise backed by global standards. Our offering includes a leading portfolio from our trusted brands: Raychem, Tracer, Nuheat and Pyrotenax.

This position plays an integral role in achieving the business objectives by effectively managing the flow of incoming and outgoing communications with our Customers and the Sales Channels. Our Customer Service team is the primary point of contact for all things related to our customers such as order entry and status, product inquiries and general account management, including complaints and returns processing.

We interface internally with all functions that ultimately affect the customer relationship such as Production/Planning, Quality, Logistics, Finance, Marketing/Communications and Technical Support.

What You Will Experience In This Position

• Receive and answer customer calls/queries related to customer orders
• Receive and review customer orders
• Process Product orders via ERP system
• Coordinate shipment with logistics department
• Be a single point of customer contact related to customer orders
• Organize return shipments
• Issue credits/debits to customers
• Support finance in resolving payment disputes
• Effective backlog management
• Log/Report/Resolve customer complaints
• Handle the BOM price requests

 

You Have

• Bachelor Degree or Master Degree level
• IT skills: Excellent knowledge of MS Office & SAP; ESKER & Sales Force being a +
• Excellent communication skills
• Strong German language skills essential as well as an advanced level of English
• Experience: Minimum of 2 years’ experience is a similar job position
• Commercial feeling, service minded
• Keen interest in technical products and applications
• Strong interest in order management systems (preferred)
• Organizing: ability to orchestrate multiple activities at once using resources effectively and efficiently
• Customer Focus: act with customers (internal and external) in mind; dedicated to meeting the expectations and requirements of all contacts involved in meeting the customer project needs; be a problem solver
• Order management: understand how to separate and combine tasks into efficient workflow; good at maintaining the total picture of a product order
• A positive and constructive impact on the team; professional attitude towards different positions working closely with within the operations organization

At Chemelex

We protect places of progress through electric excellence.

Pioneering plants, sprawling data centers, busy transport hubs, and your own home. These are the places that bring progress to the world, and the places that we protect with time-tested technologies, advanced engineering, and a suite of services. Because here, excellence is everything.

Our Dimensions of Excellence reflect the core values of Chemelex. Together, they inspire our decisions and guide our actions – defining excellence in our work for colleagues, customers and communities.

• Experts with empathy
• Explorer mindset
• Example for others
• Exceptional impact

We are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.