Customer Portal & Sample Specialist

Key Responsibilities:

• Execute and manage the order entry and fulfillment process in compliance with internal policies and procedures.
• Oversee the full lifecycle of the customer portal process including onboarding, maintenance, offboarding, and cyber security compliance.
• Receive and process sample orders from customers or sales teams and coordinate with logistics for timely delivery.
• Collaborate with the sales team to convert sample orders into full product orders and report trends and insights.
• Develop and update sample order policies, monitor order progress, and communicate updates to stakeholders.
• Manage assigned customer accounts, proactively resolve issues, and ensure service levels are met.
• Strengthen customer relationships by understanding needs and gathering market intelligence.
• Align customer requirements with organizational capabilities to provide efficient and cost-effective solutions.
• Support commercial strategies and key account management as part of the Client Account team.
• Ensure adherence to established processes, best practices, and service level agreements.
• Collaborate proactively with internal teams including Sales, Logistics, Planning, Controlling, and Production.
• Support onboarding and training for new Customer Service Representatives (CSRs).
• Participate as a Subject Matter Expert (SME) in cross-functional projects, automation initiatives, and system testing.
• Handle month-end reporting and maintain accuracy in customer and order-related data.

Key Activities:

• Enter and validate orders in SAP with accuracy and compliance.
• Communicate proactively with customers regarding order status per defined KPIs.
• Manage and resolve order processing or delivery-related issues.
• Maintain accurate and secure data on the customer portal, ensuring compliance with data protection standards.
• Conduct validation checks and data migration reviews for portal accuracy.
• Coordinate with warehouse teams to maintain optimal sample stock levels.
• Analyze costs and prepare annual cost-per-FTE estimates with stakeholder approvals.
• Support new customer portal implementation and compliance reviews.
• Track and report data migration and portal performance metrics to management.

Qualifications and Experience:

• Master's or Bachelor's degree in a relevant discipline.
• Minimum 5 years of experience in customer service, sales administration, or a related function.
• Experience in SAP Sales & Distribution and Materials Management modules (mandatory).
• Understanding of the order-to-cash process; experience with ARIBA preferred.
• Familiarity with CRM Dynamics and MS Power Platform advantageous.
• Experience working with B2B customers in a global or regional setting.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and collaboration abilities across multiple teams and functions.
• Strong Microsoft Office skills (Excel, PowerPoint, Visio, etc.).
• Ability to work under pressure and adapt to changing business priorities.
• Willingness to work flexible hours to support global time zones.