Customer Service Representative providing support and expertise in design for online printing services. Engaging with US clients, resolving inquiries, and ensuring high satisfaction in Tunis.
About the role
- Customer Service Representative managing order lifecycle for DACH market in a MedTech company. Providing customer support and resolving service-related issues with a collaborative team.
Responsibilities
- Manage end-to-end customer service activities for the DACH market, covering the full order lifecycle including order processing, changes, returns, complaints, and credit notes, in line with company policies.
- Serve as the primary point of contact for customers within the DACH region, providing accurate order, shipping, and status information.
- Coordinate with internal teams to resolve order- and service-related issues efficiently and ensure timely execution of orders.
- Monitor orders, reports, and KPIs to identify issues, resolve errors, and drive timely completion and corrective actions.
- Process standard order-to-cash transactions in SAP ERP according to operational and quality guidelines.
- Contribute to continuous improvement initiatives within the Customer Service team.
- Support team effectiveness by assisting with onboarding and knowledge sharing.
Requirements
- **Fluency in German** (C1 minimum) to ensure clear, professional, and effective communication with customers and internal stakeholders. **Proficiency in English** (at least B1). Any other European language would be considered a plus.
- 2 - 3 years' experience in customer service within a product-focused environment, with a strong understanding of Order-to-Cash (OTC) processes and logistics flows.
- Familiarity with ERP systems for order and transaction management; experience with SAP is a strong advantage.
- Strong customer focus and ownership, with the ability to resolve issues independently and ensure timely follow-up.
- Analytical mindset, capable of identifying root causes, spotting opportunities for improvement, and contributing to process enhancements.
- Comfortable working in a fast-paced, collaborative environment, managing multiple priorities effectively.
- Experience in a regulated industry is highly valued, ideally Medical Devices, with pharmaceutical experience also relevant.
Benefits
- Innovation - With eight product launches in the past year alone, we continue to push boundaries and bring meaningful innovation to the market.
- Impact, great atmosphere, flat hierarchy - We offer a dynamic and inclusive environment where every team member has the opportunity to thrive and contribute to our mission.
- A Team That Inspires - Work alongside a diverse, open-minded, and supportive team that encourages personal and professional growth.
- Support & Well-Being - Benefit from our comprehensive Employee Assistance Program, providing guidance and support in times of need.
- MyBenefit Program - A monthly allowance is provided for use on the “MyBenefit” portal, giving you access to a wide range of vouchers, training, fuel options and additional services.
- Family First - Receive two weeks of paid Family Care Leave to support a sick family member or in the case of bereavement.
- Vacation Time - In addition to your regular local vacation days, enjoy paid extra time off on December 31st.
- Boost Your Investments - Take part in our Employee Stock Purchase Program and enjoy 15% cashback on your investments.
- Accident Insurance - Stay protected with comprehensive accident insurance during all business trips.
- Private Health Insurance -You will join the company group health insurance contract with Luxmed Premium, that covers you and your dependents.
- Pension scheme PPK - You can join the additional pension scheme with PEKAO TFI, with Penumbra paying 1,5% of your monthly gross salary.
Job title
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