Customer service representative, Sales

Position Summary

The Customer Service Representative is responsible for delivering professional, quality service. B2B customers across the EMEA region. The role ensures customer satisfaction by managing orders, forecasts, shipments, and complaints while aligning with Aptar’s KPIs (OTIF, Reactivity, Flexibility, Working Capital Optimization). The CSR acts as the bridge between customers and internal departments, contributing to business continuity and long-term client relationships.

Key Responsibilities

- Customer Relationship Management

- Actively manage and care for business customers (manufacturers, distributors, multinational partners).

- Communicate proactively to build trust and strengthen B2B relationships.

- Support Sales Accounts in all customer-related topics.

- Order & Forecast Management

- Process all types of B2B orders (sampling, sales, scheduling agreements).

- Manage customer forecasts and coordinate shipments per industrial client requests.

- Execute logistic agreements and monitor delivery performance.

- Documentation & Compliance

- Prepare and manage shipping, customs, and billing documents for international B2B transactions.

- Coordinate quality complaints and organize return shipments.

- Maintain accurate customer service-related master data (CMSR).

- Inventory & Stock Control

- Manage customer stock levels, safety stock, and overdue inventories.

- Optimize working capital through proactive stock management.

- Project & Process Support

- Participate in local and regional customer service projects.

- Support S&OP tools (e.g., Forecast Entry via IBP).

- Manage/update price lists and color sampling/matching requests.

Qualifications

- Education:

- BSc in Management, Finance, or Accounting.

- Experience:

- Proven Business-to-Business (B2B) customer service experience in manufacturing/service industries.

- Knowledge of Master Data & Systems (SAP, APO, IBP).

- Experience with multinational partners/customers.

- Advanced Excel skills and product knowledge.

- Skills & Abilities:

- Strong communication and problem-solving skills.

- Customer-centric mindset with proven B2B management skills.

- Project management and analytical thinking capabilities.

- Fluency in English

- Ability to work effectively in a multicultural environment.