Customer Management Officer

The Customer Management Officer will lead, coordinate, and execute highly efficient customer service and commercial back-office support functions. This role is focused heavily on managing client relationships within a primary target country, overseeing end-to-end order fulfillment, and continuously optimizing service delivery and business workflows.

Role & responsibilities

• Commercial Support & Operations
• Manage administrative workflows for effective pricing calculations and contract processes.
• Provide robust back-office support to the Sales team, including preparing for client visits, compiling promotional materials, and assisting with meetings.
• Perform analytical assessments on order calculations and contract pipelines; proactively alert the Sales Manager regarding potential gaps in meeting forecasts.
• Customer Relationship & Service Excellence
• Drive customer service excellence by maintaining and developing long-term relationships with international clients.
• Act as the primary conduit between customer requirements and internal operations, keeping all relevant internal stakeholders fully aligned.
• Manage customer complaints, damages, and general troubleshooting from receipt through to final communication and resolution.
• Team Leadership & Order Fulfillment
• Own the core order fulfillment processes to ensure timely and seamless product delivery.
• Plan, distribute, and guide daily operational tasks for the team, continuously monitoring performance benchmarks.
• Ensure optimal, motivated staffing levels that meet both quantitative and qualitative organizational goals.
• Continuous Improvement & Project Management
• Lead and execute assigned internal projects by mapping out clear project timelines, managing execution progress, and pivoting strategies when necessary.
• Formulate workflow improvement proposals to actively optimize customer service, trading, and logistical processes.
• Stay current on global customer service trends and share insights internally to enhance company capabilities.

Technical Skills & Desired ProfileEducation & Experience

• Education: Possession of any valid Bachelor's or Master's degree.
• Experience: 3 to 5 years of verified professional experience in a customer relationship management role, ideally within a manufacturing, trading, or global B2B corporate environment.

Core Skill Set

• Linguistic Capability: Proficiency and ability to communicate fluently in the German language is a key differentiator for managing localized market zones.
• Technical Skills: Sound foundational computer knowledge with high proficiency in the Microsoft Office Suite (Excel, Word, PowerPoint).
• Domain Competencies: Advanced competencies in Customer Relations Management (CRM), cross-functional project management, data-driven process analysis, and international order management systems.