Customer Service Specialist

Stoelzle Glass Group is a 200 year old family owned global manufacturer of glass containers headquartered in Vienna, Austria. This is located in Monaca, Pennsylvania and supports US sales of the Beauty Business Unit (glass perfume containers). This position reports to the Global Head of Beauty Business Unit Sales located in Paris.

1.    Target of this position:

•    Qualified customer care (act actively)

•    Cooperation with the team and STC-group

•    Support of the external sales in daily business

2.    Responsibilities and key aspects of activity:

a.)    professional matters

•    Processing of customer inquiries (phone, email)

•    Creation of offers and delivery notes for samples (via Infor) 

•    Order Processing, entry of orders, coordination of production dates and delivery dates

•    To process and monitor contracts

•    Forwarding customer claims and request of required information and documents in order to handle the claim rapidly 

•    Monitoring re-sorting works

•    Coordination of new customer projects: request of models, drawings, sampling station

•    To issue calculation requests

•    Creation of mould applications

•    Coordination of demands, creations of stock-listings

•    Processing of bought-in-parts between customer and purchasing department, order processing

•    Documentations of deliveries, especially for letter of credits

•    Coordination of decorations (designs, terms, delivery)

•    Issuing of lists (i.a. Cognos)

•    Budget-support

•    Update of article master

•    Forwarding of updates and information to customer

•    Forwarding and intervention of reminders

•    Accounts receivable management (DnB, Coface)

•    Commission statements 

•    Creation of provisions (commissions, claims)

b.)    organizational functions

•    Cooperation with all other Stoelzle-plants

•    Organization of internal customer visits

•    Participation in trade fairs 

•    Updates of orders, offers and contracts

•    Preparation of presentations

•    Collaboration on projects (e.g. EAN-codes)

•    Communication and cooperation with other departments (logistics, purchasing, product design, quality, production,…)

3.    Competences

•    Creation and preparation of the required documents according to the guidelines and in coordination with the line-managers

•    Direct coordination with customer concerning projects, needs, deliveries

4.    Requirements to job holder:

a.)    professional

•    English written and spoken, further foreign languages beneficial

•    Commercial education and experience 

•    IT knowledge (MS Office, Infor) 

•    Knowledge of quality systems (ISO 9001, GMP and food standards)

•    Knowledge of FBWL Cantor, ISO 2859 and other glass standards 

b.)    personal

•    Personal responsibility 

•    Self-management

•    Ability to communicate/ customer focus

•    Result-oriented action

•    Confidentiality about internal company matters

•    Willingness to learn

•    Ability for team work

•    Communication skills