UK German Speaking Customer Service Associate

Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow's breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people's lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations.

Reporting to the Customer Service Team Leader, the Customer Service Associate acts as the primary representative regarding communication with the Customer, on behalf of Milliken, for all aspects of service and customer care in the EMEAI region. Responsible for overseeing a customer order from inquiry through to delivery and providing any subsequent support or information required. Working as part of a flexible and dynamic team whose aim is to provide a world-class service to all internal and external customers, they will lead by example to ensure a high level of pride, service, reliability, and efficiency is maintained.

Key responsibilities include:

• Developing and maintaining active working relationships with customers (internal and external), especially key accounts and Milliken Sales Managers.
• Entering and managing all types of sales orders (in SAP) through to completion, including order entry, quotations, follow-up on purchase orders, confirmation of shipment dates, assisting in tracking and expediting orders through production and shipping, delivery inquiries, and tracking of shipments.
• Managing open orders, overseeing customers’ projects from receipt of order through planning, manufacturing, shipping to delivery, occasionally involving identifying special requirements to enable appropriate shipping methods.
• Entering all customer complaints in SAP and coordinating resolution, examining records (invoices, proof of deliveries, purchase orders) to gather facts, liaising with departments (Credit, Warehouse, Quality, Planning) to resolve issues.
• Having a deep understanding of all Customer Service duties and requirements and providing cover for team members when needed.
• Responding to inquiries professionally and promptly, providing accurate information, and setting clear expectations for next steps if unable to fully address at first contact.
• Managing and resolving conflicts when customer expectations cannot be met.
• Demonstrating teamwork to achieve team, individual, and business goals.
• Proactively resolving problems in conjunction with the Customer Service Team Leader, reacting quickly to emergencies.
• Addressing difficult customer situations via telephone initially.
• Identifying opportunities for business growth through excellent service.
• Seeking feedback and suggestions to improve service quality.
• Answering calls promptly and politely, ensuring proper identification and follow-up on unanswered calls.
• Responding to customer needs consistent with company standards and practices.
• Interacting professionally with internal and external customers/colleagues at all levels.
• Leading by example to maintain high standards of pride, service, reliability, and efficiency.
• Ensuring honest, open, and direct communication within the team.
• Using clear, concise language suitable for a professional environment.
• Liaising with other departments to meet customer requirements.
• Proactively assisting other departments as needed.
• Maintaining workflow for accurate and timely documentation processing.
• Participating in special projects and additional duties.
• Identifying improvements and taking proactive actions.
• Making decisions within the scope of the role.
• Flexibility with working hours when necessary.
• Applying standards consistently and complying with company policies.

Benefits include:

• Private Medical Cover – Vitality health
• Flexi time
• Death in service
• Volunteering opportunities
• Charity days and events
• Cycle to work
• Free car parking
• Subsidised canteen
• Social and Company events
• Casual dress down (following policy)
• Health Drop-in sessions
• On-site counselling
• Employee referral programme
• Extensive internal/external training opportunities
• Course fees, study leave, and professional subscription support

Milliken is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, creed, religion, sex, gender, sexual orientation, gender identity, age, disability, or other protected characteristics.