Customer Service Representative

DEUTSCHE ROCKWOOL GmbH & Co. KG is a leading global manufacturer specializing in stone wool solutions, with a workforce of approximately 11,800 employees worldwide and around 1,400 in Germany. As part of the ROCKWOOL Group, we are committed to excellence and expertise in delivering innovative and sustainable building materials. Our focus is on redefining standards for environmentally responsible construction by offering advanced, non-combustible insulation systems derived from natural stone raw materials. Our mission is to promote energy efficiency, safety, and sustainability across the building industry through our high-quality products and solutions.

About The Role

We are seeking a dedicated and customer-focused Sachbearbeiter Customer Service (m/w/d) to join our team at the Gladbeck location on an onsite, full-time, permanent basis. In this role, you will be the primary point of contact for our customers, providing exceptional support via telephone and written communication. Your responsibilities will include managing customer inquiries related to orders, products, prices, and services, as well as designing administrative solutions tailored to customer needs. You will handle order processing, including modifications, and actively promote sales by suggesting additional products or services to enhance customer satisfaction and loyalty. Additionally, you will coordinate with internal teams and external partners to ensure smooth delivery processes, manage disruptions, and contribute to our sustainability initiatives through the Rockcycle return process. This position offers a unique opportunity to be part of a forward-thinking company focused on innovative and sustainable building solutions, with the chance to influence customer experience and operational efficiency.

Qualifications

The ideal candidate will possess a successfully completed commercial or business administration qualification. Practical experience in sales support or customer service, especially in a sales-oriented environment, is highly desirable. Strong communication skills and sales acumen are essential for building rapport with customers and effectively addressing their needs. Proficiency in SAP and MS Office applications is required to manage administrative tasks efficiently. A good technical understanding and organizational skills are necessary to coordinate complex processes and ensure accuracy. Basic knowledge of English, both written and spoken, is important for communicating with international partners and understanding technical documentation. The candidate should demonstrate team spirit, excellent communication abilities, and a meticulous, autonomous working style to succeed in this role.

Responsibilities

• Serve as the primary contact for customers via telephone and written correspondence, addressing inquiries related to orders, products, pricing, and services.
• Develop and implement administrative solutions to meet customer requirements efficiently.
• Ensure accurate and timely processing of customer orders, including any necessary modifications or updates.
• Actively engage in sales-promoting activities over the phone to optimize order sizes and strengthen customer relationships.
• Coordinate with on-site teams and customers to ensure smooth execution of projects, considering site-specific conditions.
• Manage and communicate various disruptions or issues from order receipt to delivery, including handling urgent replacements and material returns.
• Record and manage deliveries and returns within the Rockcycle return process to enhance supply chain sustainability.
• Collaborate closely with internal departments and external partners to exchange relevant customer and market information, fostering a solution-oriented approach.
• Participate in projects aimed at digitizing and modernizing the customer service experience, contributing ideas and feedback for continuous improvement.

• Engage in challenging and diverse tasks within a company renowned for innovative, high-quality, and sustainable products.
• Enjoy a positive working environment with a collaborative and motivating corporate culture.
• Receive an attractive salary package, including holiday and Christmas bonuses, along with company pension schemes and asset-building benefits after the probation period.
• Benefit from flexible working hours and 30 days of vacation per year, based on a five-day workweek.
• Participate in comprehensive onboarding programs and ongoing training opportunities to support your professional growth.
• Access additional perks such as bicycle leasing, corporate benefits, and health-related programs including subsidized memberships and wellness offers.

DEUTSCHE ROCKWOOL GmbH & Co. KG is committed to fostering an inclusive workplace that values diversity and equal opportunity. We welcome applications from individuals of all backgrounds, regardless of gender, age, ethnicity, disability, or other characteristics. Our aim is to create a respectful and supportive environment where every employee can thrive and contribute to our shared success.