BIC is looking for a Customer Service Coordinator to manage our customer service operations in Eschborn, Germany. You will be responsible for overseeing end-to-end Supply Chain performance in line with our standard procedures, coordinating closely with outsourced service providers and the Order-to-Cash team.
What You'll Do
- Oversee end-to-end Supply Chain performance and coordinate cross-functional teams (commercial, STPA, demand planning, OTC, WH, logistics and finance).
- Manage the order portfolio, including postponements, replacements, Back To School volumes, and quotas.
- Lead or support key governance routines such as SC reviews, Sales/Supply/Fulfillment/OTC meetings, and 3PL interactions.
- Report customer Supply Chain performance and drive improvement actions.
- Coordinate Back To School and other major sales events.
- Ensure accurate promo execution, including managing promo IDs, forecasts, and issue resolution.
- Manage penalties, including analysis, negotiation, and accruals.
- Optimize cost-to-serve through order frequency, MOV, and delivery centralization.
- Monitor customer satisfaction and lead customer reviews and visits.
- Own the Supply Chain portion of customer contracts and support negotiations.
- Maintain accurate customer master data.
- Prepare and distribute key customer communications.
- Support market governance and act as backup for other markets.
- Lead or contribute to Supply Chain projects such as system upgrades, EDI, and IT initiatives.
What We're Looking For
- A university degree.
- 2+ years of Customer Service coordination experience.
- Experience reporting Supply Chain performance, coordinating cross-functionally, and understanding end-to-end Supply Chain.
- Fluency in both English and German.
- Experience with ERP systems and reporting tools like PowerBI.
- High levels of internal and external customer support, accuracy, communication skills, and analysis capabilities with a continuous improvement mindset.
Technical Stack
- ERP systems
- Reporting tools (e.g., PowerBI)
Team & Environment
This role is part of the BIC Supply Chain organization. You will work in collaboration with outsourced service providers (3PL, carriers) and the BIC Order-to-Cash team located in BIC Sofia, Bulgaria.
Benefits & Compensation
- 30 days of annual leave
- Accident Insurance
- Car and Bicycle parking
- Bike Leasing Participation
Work Mode
This is an onsite position located in Eschborn, Germany.
BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics.
