Customer Service Employee O2C

Job description

What You Can Expect : Order Management Process and monitor customer orders in the Order to Cash process. Execute order intake, order entry, order follow-up and order status checks. Follow customer-specific SOPs, work instructions and agreed process flows. Identify order issues, missing information or process deviations and escalate where needed. Customer Contact Act as operational contact for customers, end customers and internal stakeholders. Handle customer questions professionally, accurately and service-oriented. Provide timely follow-up on order status, delivery questions and process updates. Build reliable working relationships with customers and colleagues. Information Provision Provide accurate information about orders, deliveries, invoices and operational progress. Share relevant updates with customers, internal departments and team members. Ensure information is complete, correct and traceable. Signal recurring questions, process gaps and improvement opportunities. Account Support Support dedicated customer accounts in daily operational execution. Assist the Team Lead, Senior CS colleagues and BU Manager with customer follow-up. Support onboarding activities for new customers and changes in existing customer processes. Help maintain customer-specific work instructions and operational documentation. 3PL / Supply Chain Operations Support Support logistics and supply chain activities related to inbound, outbound, stock, returns and delivery follow-up. Coordinate operational questions with warehouse, transport, inventory control and other logistics stakeholders. Monitor logistics exceptions, shipment issues, stock-related questions and customer-specific operational requests. Support traceable communication between customer service, warehouse operations, transport and the customer. Contribute to reliable 3PL service execution, operational visibility and end-to-end customer satisfaction. Administration, Billing & Reporting Perform accurate administrative processing in relevant systems. Support monthly billing activities by collecting, checking and preparing operational input. Support invoice preparation and invoice control with Finance, Business Control and the CS Team Lead. Check whether additional services, hours, recurring fees and agreed activities are captured for billing. Support preparation of Monthly Business Reviews and Quarterly Business Reviews. Prepare KPI data, performance input, open actions, complaints and improvement items. Maintain reporting input in a structured, accurate and traceable way. Transport Coordination Coordinate transport-related questions with internal transport management and logistics partners. Follow up on shipment status, delivery issues and transport exceptions. Escalate delivery risks, delays or unclear transport situations in time. Contribute to reliable delivery performance and customer communication. What You Bring: Support scalable growth within healthcare and medical device customers through integrated O2C and 3PL service execution. Work according to SOPs, work instructions, quality requirements and customer-specific agreements. Contribute to Service Excellence and Operational Excellence by identifying errors, waste and improvement opportunities. Support digitalization and automation initiatives through accurate system use, data quality and structured feedback. Cooperate closely with Customer Service, Warehouse, Transport, Inventory Control, Finance, IT, Quality & Compliance and Business Development. Support cross-training, knowledge sharing and team flexibility to reduce single points of failure. Combine customer service ownership with practical logistics and supply chain follow-up. Support end-to-end visibility from customer order to warehouse execution, delivery, invoicing and review reporting. Interested? Are you a commercially minded and analytical professional who enjoys making an impact both behind the scenes and at the forefront of the sales process? Then we would love to get to know you. Apply today and help Rhenus Warehousing Solutions build the logistics solutions of tomorrow.