Position Overview
We are seeking a customer-oriented and detail-focused Customer Care Agent to support customers and logistics operations by ensuring timely communication, order accuracy, and efficient shipment management. The successful candidate will serve as the primary point of contact for customers, handling inquiries related to orders, deliveries, tracking, returns, and transportation issues while working closely with logistics, warehouse, and supply chain teams.
What you will do
- Respond to customer inquiries via email and other communication channels.
- Manage customer requests related to orders, deliveries, shipment tracking, returns, and product availability.
- Coordinate with logistics providers, carriers, warehouses, and internal teams to ensure timely delivery of goods.
- Monitor shipment status and proactively communicate delays or issues to customers.
- Process order modifications, cancellations, returns, and refunds in accordance with company policies.
- Maintain accurate documentation of customer interactions and logistics activities in CRM and ERP systems.
- Escalate complex issues and coordinate resolutions with relevant departments.
- Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.
- Ensure compliance with company procedures, quality standards, and service level agreements (SLAs).
What we require
- High school diploma or Bachelor's degree in Business, Logistics, Supply Chain Management, or a related field.
- 2+ years of experience in Customer Service, Customer Care, Logistics, Transportation, Supply Chain, or Order Management.
- Experience managing customer inquiries related to shipping, delivery, and order fulfillment.
- Familiarity with logistics processes, transportation operations, and supply chain workflows.
- Proficiency in Microsoft Office applications, particularly Excel and Outlook.
- Experience using CRM, ERP, or order management systems.
- Strong verbal and written communication skills.
- Excellent problem-solving and organizational abilities.
- Ability to work in a fast-paced, customer-focused environment.
What we prefer
- Experience working with logistics providers, freight forwarders, or distribution centers.
- Knowledge of international shipping and transportation processes.
- Experience with SAP, Salesforce or similar systems.
- Additional language skills are considered an advantage.
What we offer
- Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
- Home office allowance
- 25 days paid annual leave
- Additional health insurance
- 102.26 EUR Food vouchers
- Public transportation card
- Multisport / Coolfit card
- Opportunity for flexibility with a hybrid working model
- Employee Assistance Program (Mental Health, Legal & Financial Counselling)
- Language training opportunity
- Brand new modern office premises in a class A Business building
- Employee referral program
- Fresh fruits in the office
- Training and mentorship programs
- Access to over 15,000 LinkedIn Learning courses to assist in your development
Who we are
We are at the heart of every place that matters. From automatic doors to cloud-based access management – as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.
Work in a place where you matter – apply now!