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Customer Support Representative East Cluster

  • Prague, Czechia
Business Operations/Customer service

Job description

As a Customer Service Specialist, you will be the primary point of contact for our customers in the areas of orders, returns management, inquiries and complaint resolution. At tesa we have a broad array of customers from industry to a diverse mix of retail stores, covering multiple countries both inside and outside EU. As part of our team you will be also able to learn how to conduct more complex export transactions with the support of our international business operation team located all over in Europe. We do encourage our customer service representatives to visit customers, our warehouses, to have a closer contact and a better understanding of the cooperation. We work hand in hand with our supply chain colleagues which gives you insights, how a company’s fulfillment activities are linked and means a lot of expertise to tap into, opportunity to engage in diverse international projects, with excellent career opportunities. We are looking for a proactive colleague who has the curiosity to learn, the passion to own the customer and the drive to find more efficient ways of working. We currently work in a hybrid approach; 60% office presence and 40% home office.

Your main tasks will be linked to the following topics:

Order Fulfillment Transactional

  • Handling daily activities and communication in the order to invoice cycle (digital and manual order processing, backorder management, creation of credit/debit notes, returns and replacements) and other tasks when required
  • Handling and following up on customer claims
  • Processing transactions and maintaining information on customer platforms (only order to invoice)

Order Fulfillment Coordination

  • Processing of general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment
  • Daily monitoring of SAP order to fulfillment pipeline (blocked/open orders)
  • Collecting and documenting customer scorecards and notifying the organization in case of follow-up topics
  • Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery

Job requirements

  • Completed university degree in the field of Business Administration, Supply Chain Management (SCM) or successfully completed commercial apprenticeship
  • Very good written and spoken English skills (B2 level or higher), native Czech
  • 2+ years of relevant professional experience in an international, matrix-organized company
  • Experience in Customer Service/other direct customer facing roles is a plus
  • SAP skills including EDI as well as CRM (MS Dynamics)
  • Strong service and excellent customer-oriented communication and problem-solving skills
  • Enjoying a variety of administrative tasks
  • Extremely flexible, self-organized and able to work under pressure
  • Prague, Praha, Hlavní město, Czechia
Business Operations/Customer service


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What you can expect :

At tesa, we create adhesive solutions that improve the work, products and lives of our customers.

How we do it? At tesa, we dare to create! Therefore, we team up, we challenge our-selves and we set the pace. But we don’t just do that somehow. We act responsibly and always focus on our customers. Because only then we are able to achieve our goals and continuously improve our results.

We are an Equal Opportunity Employer and regard diversity as important for our long-term success. We expressly reject all forms of direct and indirect discrimination. All qualified applicants will be equally considered for employment regardless of their national origin, background, personal preferences and believes.

If you want to find out more about tesa please visit us on our corporate web-page and social media

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