Customer Service Agent (m/w/d)

About this job

You ensure that customer requests and service orders are processed smoothly, quickly, and without follow-up questions from inquiry to billing. You mainly work in Zendesk (Tickets, Workflows, SLA) and Microsoft Dynamics 365 Business Central (Orders, Offers, Orders, Billing). You keep customers informed before they have to ask and solve problems sustainably, so that service orders are reliably accompanied until the end.

What you'll do specifically

• Order & Process Management: You process service tasks, customer orders, and offers completely – from data entry to coordination to billing in Business Central.
• Ticket Management: You prioritize tickets in Zendesk by urgency and impact, keep the status up-to-date, hand over cleanly, and work within SLA times.
• Purchase Coordination: You clarify availability, delivery dates, and open orders with suppliers and stay on it until everything is delivered.
• Customer Updates: You provide clear feedback, make realistic commitments, and inform proactively about delays, missing information, or partial deliveries.
• Problem Recognition & Resolution: If something's not right (missing parts, open clarifications, pending approvals) you recognize it early, escalate internally, and deliver a clear decision template.
• Maintaining Order: Every ticket and document contains all relevant information, commitments, and next steps. Goal: no unnecessary back-and-forth, no duplicate work.

What you bring

• Educational Background: Completed vocational training in business administration (e.g., industrial clerk) or equivalent
• Experience: You've already worked in order processing, customer service, back office, or operational fulfillment. B2B experience is a plus.
• Tools: You find your way quickly in digital tools. Experience with Zendesk and an ERP system (ideally Business Central) is ideal but not required.
• Work Style: You like structure – rules, templates, automations are no burden for you, but rather tools. If you've already worked with AI tools, that's even better. Additionally, you work reliably and pay attention to correct data and clean documentation. And you set the goal of continuously improving processes.
• Communication: You communicate clearly, persuasively, and solution-oriented – whether with customers, colleagues, or suppliers.
• Languages: Very good German. English for communication with suppliers is an advantage.

What we offer

• Subsidized occupational pension and capital-forming benefits (after the probation period)
• Extras for you: givve Card with a monthly allowance of €45.00 net, JobRad Leasing – after the probation period
• Partial travel expense reimbursement and attractive employee discounts through Corporate Benefits
• 30 days' vacation, flexible working hours, and home office option

Your Contact Person:
Michelle Leupold
People & Culture Manager
Freelancers, staffing agencies, and recruitment agencies are kindly asked not to respond to this job posting.

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