Customer Support Specialist

Permanent employee, Full-time · aap Joints GmbH - Warehouse

Your mission

The Customer Support Specialist is the first point of contact for any customer who has a question or an issue with regards to any logistic related inquiries. The customer support specialist takes on this responsibility additionally to ordinary supply chain tasks.

Serve as a primary point of contact for customers regarding order status, delivery tracking, and any logistics-related inquiries. Provide exceptional customer service and promptly address customer concerns or issues.
Continuously assess and improve customer satisfaction by proactively addressing customer feedback and concerns, striving for excellence in service.
Receive complaints and feedback and update to QM and RA via aap joints complaints email.
Ensure timely order fulfillment.
Maintain accurate records of shipments, inventory, and supplier contracts. Ensure compliance with import/export regulations and customs requirements for international shipments.
Coordinate shipments, including transportation, packaging, and delivery schedules. Ensure that products are delivered to customers on time and in excellent condition.
Manage the returns and process incoming inspection for defective or damaged products, ensuring compliance with quality standards and coordinating replacements.
Handle supply chain process documentation in Excel tables, word files and in brief paper forms including filing of soft- and hardcopies of records as required.
Perform goods receival process according to aap Joints procedures – including formal check of English language production records and intactness / completeness of goods received and related English language documentation. Clear recording of deviations and segregation of affected non conforming batches.
Perform light manufacturing / manual work according to aap Joints procedures – including printing of labels, precise sticking of labels on product packages, insertion of instructions for use, shrink film wrapping inkl. operation of label printer and shrink film wrapping machine.
Perform light warehousing activities like unpacking, storing, counting, inventory check, moving, packaging of precious goods / medical devices (light goods < 1 kg) and related English language warehouse documentation.
Perform precious goods / medical devices (light goods < 1 kg) packaging to customer order –including picking of goods from warehouse, goods verification, packaging of goods in cardboard boxes, creation / compilation of related brief English language shipping documents.
Ensure clear segregation of production batches in the warehouse in accordance with the marked areas and avoiding product mixing up.

Your profile

Bachelor, Apprenticeship or equivalent in Logistics, Warehousing, Supply Chain
At least 3 years work experience and know-how in customer service and supply chain operations
Good team player to allow smooth cooperation with other departments, external stakeholders, supplier, co-workers and superior.
Exceptional problem-solving skills.
Excellent verbal and written communication skills as well as active listening skills
Calm and patient attitude, tenacity, and adaptability
High commitment and responsibility in handling medical devices (packed hip and knee implants)
Proficiency in MS Office
Fluent English
German Level B1
Knowledge of an additional language, like Chinese or a European language, is an advantage

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About us

aap Joints is a medical device manufacturer from Berlin with focus on the orthopedic market and a versatile hip and knee implant portfolio. With a team of experts in our field, we deliver value to surgeons and ensure fit solutions are available to patients across the world to enhance their lives and mobility.

For our expansion we are now looking for multible roles based in Berlin and in the field to assist with the growth of our business.

A little insight to what is it like to work for us?

We approach every challenge with a can do attitude, solutions not problems are the key to success. We value efficiency in our approaches keeping our processes lean and agile in order to respond quickly. We value diversity, not only do we have a team of various nationalities, we all have unique sets of experiences, skills, knowledge and personalities and we use those differences to learn from each other and appreciate different views and opinions to then agree on common goals. Our success is measured on the results we achieve and teamwork is a central part of achieving the results.

Apply to one of our open positions and come see for yourself.

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Your application!

We appreciate your interest in Demo GmbH. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at jobs@aap-joints.com.