Customer Service & Claims Management Administrator (m/f/d)

About Us and the Role

KION Battery Systems GmbH (KBS) is a joint venture between KION GROUP AG and BMZ Holding GmbH and has been manufacturing high-performance 48-volt and 80-volt battery systems with lithium-ion technology for the e-forklifts of KION subsidiaries STILL and Linde Material Handling at its Karlstein am Main site since 2020. Since 2022, a second production line for 24-volt batteries has expanded the site. In this environment, you will manage customer service and claims management for the manufactured battery systems.

Your Responsibilities

Competent processing of customer inquiries and claims in the back office with a high degree of service and solution orientation

Processing of internal inquiries regarding customer claims and coordination of necessary clarifications with Service, Quality, and other specialist departments

Recording of customer orders after successful internal technical clarification and continuous maintenance of order-related data in the ERP system

Processing of inquiries regarding spare and wear parts, including technical and/or commercial pre-prüfung, quotation preparation, and order confirmation

Follow-up of orders, monitoring of promised deadlines, and early communication of any deviations

Order-related coordination with customers as well as transparent communication regarding processing status, delivery dates, and open points

Processing of GWA (Goods Warranty Authorization) applications and creation of credit notes after completed internal review and approval

Complete documentation of disruptions and claims as well as maintenance of customer, order, device, and service data

Active collaboration with all individuals involved in an order, particularly from Project Planning, Service, Quality, Logistics, and Finance, as well as support in external communication

Support for the team in operational daily business and assumption of general administrative tasks in After Sales

Compliance with legal requirements, technical regulations, and internal specifications in all activities

Ensuring structured, traceable, and timely processing of all transactions in the ERP system

Identification of media breaks, duplicate work, and recurring error sources in the claims and order process

Active participation in the standardization and optimization of processes, data quality, templates, and interfaces

Support in the further development of transparent status, deadline, and escalation processes

Maintenance of robust data as a basis for evaluations, quality improvements, and reliable customer communication

What You Bring

Successfully completed commercial or technical vocational training or a comparable qualification

Several years of professional experience in customer service, after sales, claims management, or order processing is desirable

Experience with ERP systems; knowledge of Microsoft Dynamics 365 is an advantage

Good understanding of commercial processes as well as interest in technical products and their interrelationships

Independent, self-reliant, and goal-oriented way of working

Strong customer and service orientation, communication skills, and a reliable demeanor

Structured work style, punctuality, and a high quality awareness, even with multiple parallel processes

Strong communication and team skills as well as enjoyment of cross-departmental collaboration

Good knowledge of MS Office products

Good German and English language skills, both written and spoken

Benefits

"Du" culture with flat hierarchies and short decision-making paths

Subsidy for company pension and capital-forming benefits

Free massages during working hours

Free e-charging facilities, bike leasing, and employee PC program

Bonus system (HeartPoints) for special commitment