Senior Customer Service Representative, Germany

Job Description

Due to continued growth and market development, we are searching for a Senior Customer Service Representative to become an active team member in Germany.

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As a Senior Customer Service Representative at Viking EMEA, you will act as a vital commercial and operational link between our B2B customers, outside sales teams, and supply chain stakeholders. This role goes beyond reactive support; you will proactively manage accounts, drive quote conversion, identify cross-selling opportunities, and oversee order execution from initial quotation to final logistics delivery.

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Furthermore, you will have the following duties:

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The objectives of the role are:

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• Commercial Growth: You will collaborate with outside sales to contribute to market share growth in smaller customer segments, drive cross-selling, and maximize margin performance
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• Pipeline Optimization: You will proactively manage quote follow-ups within our CRM (HubSpot) to improve overall conversion rates and close open business
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• Customer Experience Excellence: You will serve as a seamless, single-point interface to ensure doing business with Viking EMEA is smooth, efficient, and reliable
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• End-to-End Ownership: You will oversee the customer journey from a technical inquiry and order booking to warehouse coordination and final invoicing
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Core Responsibilities:

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Account Management & Sales Support

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Act as a bridge between customer and key stakeholders to enhance customer experience

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• Build trust-based relationships with a designated portfolio of EMEA accounts
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• Create accurate commercial quotations, input data into HubSpot, and systematically execute follow-ups
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• Provide first-level technical product support and capture competitive market intelligence to share with the broader sales team
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• Identify complex customer scenarios and champion process improvements to enhance service delivery
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Order Management & Commercial Governance

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Perform a comprehensive sales order, fulfilling customer’s needs and delivering excellence

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• Validate the technical and commercial accuracy of sales orders, monitoring margins and escalating pricing exceptions when required
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• Ensure a rapid 1-working-day turnaround for quote and order processing, in line with export compliance procedures
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• Actively manage the backlog by tracking delayed shipments, call-off orders, and account clearances with the Credit Department
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Logistics & Supply Chain Coordination

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Arrange the shipment to customers from the warehouse or supplier and issue the proforma invoice

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• Execute daily order releases, verifying picking slips against final availability and pricing criteria
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• Act as the primary liaison to your local operations manager for replenishment, purchasing, and warehouse teams, regarding lead times, product shortages, and scheduled pickups
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• Control distribution expenses by proactively managing partial shipments, express freight requests, and applying minimum order values (franco)
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• Coordinate direct-to-customer shipments directly from third-party suppliers
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Qualifications and experience:

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• This position requires experience of 3+ years in a commercial, customer service or inside sales environment (ideally B-to-B)
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• You have a technical background or experience
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• You have solid SAP experience
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• Experience or understanding of Supply Chain
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• You have excellent administrative skills and are attentive to details
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• You have some technical knowledge (construction or plumbing industry experience is an advantage); some knowledge about international trade (import/export) would be an advantage
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• You are at ease with phone communication (quote follow up, direct approach with prospects)
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• You have an excellent command of German and English
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• You have strong verbal and written communication skills, and you are a good team player
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• You are a fast learner, a dynamic and agile multi-tasker and enjoy the challenges of a busy office environment
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Reporting line and location:

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This is an office-based role reporting to the Local Operations Manager.

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Our offer:

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Stable company: for over three decades, our company has stood the test of time, weathering economic shifts, technological revolutions, and industry changes. We are not just stable; we are a ship that has sailed through storms and emerged stronger. Be part of a team that values tradition, experience, and unwavering commitment.

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Package: we offer competitive compensation that recognizes your expertise and dedication.

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Great place to work: we are not just a big company; we are a close-knit community that spans continents. As you contribute to impactful projects, you will experience the best of both worlds: the resources and reach of a multinational structure combined with the warmth and support of a tight-knit family. Grow your career with us, collaborate across borders, and enjoy the advantages of a truly inclusive and nurturing environment. Apply now and become part of our extraordinary journey!