Customer Service Coordinator

The Villeroy & Boch Group with its Ideal Standard brand is one of the world's leading manufacturers in the ceramics and lifestyle sector. With our innovative and stylish products from the Dining & Lifestyle and Bath & Wellness segments, we have been creating moments and rooms to feel good in since 1748. Our success is based on the passion, design expertise and innovative strength of our more than 13,000 employees in 42 countries.

Want to become part of us? #shapeandcreate

• Act as the primary point of contact for export customers, handling inquiries and order-related requests.
• Process customer orders accurately, ensuring timely updates on order status.
• Maintain clear and proactive communication with customers to ensure satisfaction and address any concerns.
• Follow up with the supply chain team to ensure on-time order fulfillment and delivery.
• Coordinate with freight forwarders, shipping lines, and carriers to execute shipments efficiently.
• Prepare and review all necessary export documentation, including invoices, packing lists, and certificates of origin.
• Ensure compliance with international shipping regulations and customs requirements.
• Electronically submit and collect certificates from the Chamber of Commerce.
• Facilitate the submission of original export documents to banks when required.
• Provide after-sales support by handling customer complaints and offering suitable solutions.
• Ensure prompt resolution of customer concerns, escalating issues when necessary.
• Collaborate with internal teams to enhance customer satisfaction and improve service levels.
• Adhere to company policies, internal procedures, and export compliance guidelines.
• Maintain accurate electronic filing of all export-related documents for record-keeping and audits.
• Monitor and track operational KPIs to ensure service efficiency and process improvements.
• Assist with ad-hoc tasks and projects as needed to support business objectives. 

Key Qualifications & Skills:

• Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field.
• Minimum 3-5 years of experience in export customer service, international logistics, or order management.
• Strong knowledge of export documentation, Incoterms, and international shipping regulations.
• •  Proficiency in English is required 
• Excellent communication and interpersonal skills to build strong relationships with customers and stakeholders.
• Proficiency in SAP and Microsoft Office (Excel, Word, Outlook).
• Strong organizational skills with the ability to multitask and work under tight deadlines.