Customer Service Contact (M/F)

About the role

The Customer Service Contact is responsible for managing all product demand from customers, ensuring that schedules are accurately integrated, and that deliveries meet agreed service levels. The role bridges sales, production, and logistics to provide reliable information and timely actions.

Key responsibilities

• Receive and integrate customer schedules via EDI, webEDI or paper, resolve integration errors, and load closed orders.
• Identify and highlight large order variations between forecasted and firmed‑up schedules.
• Release picking lists, monitor supply‑chain steps (procurement, production, shipping) and chase issues to meet service targets.
• Monitor safety‑stock levels and trigger alerts when minimum or maximum thresholds are reached.
• Manage logistics issues with external platforms and ensure correct parameters (MOQ, lead‑time, transport schedule) are applied.
• Participate in P1 and P0 projects such as new references, packaging, transfers, and new customers.
• Prepare customs documentation for exports and ensure returnable‑packaging loops are respected.
• Communicate precise information to customers, adapting method and frequency to the situation.
• Negotiate delivery dates, coordinate internal scheduling, and measure daily service rates.
• Propose and implement action plans to improve service levels and escalate crises when needed.

Required skills

• Proficiency with EDI and webEDI systems.
• Knowledge of Master Production Scheduling (MPS) processes.
• Experience preparing customs documentation for export.
• Familiarity with logistics tools such as the Logistics Red Alert application.
• Understanding of MOQ, lead‑time, and transportation scheduling parameters.