Position overview

We are seeking a detail-oriented Customer Care Agent with at least 2 years of experience working with SAP. The role is primarily focused on supporting the order-to-cash process, collaborating closely with internal sales teams, and managing customer communication across South Eastern Europe and Africa.

The position is largely coordination-driven, with approximately 80% of communication handled via email and 90% involving internal collaboration with commercial teams.

What you will do

• Manage the full order lifecycle: creation, processing, tracking, and execution of customer orders (products, projects, and services).
• Ensure accurate and timely entry of order data into ERP systems (SAP preferred).
• Monitor stock availability and coordinate delivery timelines.
• Generate and issue invoices in line with company policies; resolve billing discrepancies when needed.
• Support quotation preparation and validation processes.
• Respond to customer inquiries and provide accurate product/service information.
• Handle customer complaints related to orders, billing, or service and ensure timely resolution.
• Maintain regular communication and follow-up with customers to ensure satisfaction.
• Collaborate cross-functionally with Sales, Procurement, Finance, and Technical teams to ensure smooth operations.
• Support lead generation activities and manage long-tail customer accounts to drive engagement and conversion.
• Assist in preparing reports and documentation for performance tracking.

What we require

• Minimum 2 years of experience working with SAP or similar ERP systems.
• Proven experience in order management, sales support, and customer service in a B2B environment.
• Hands-on experience managing the end-to-end order lifecycle (entry, tracking, fulfillment).
• Experience with invoicing, billing validation, and discrepancy resolution.
• Background in handling customer inquiries, complaints, and service coordination.
• Exposure to pre-sales activities such as quote preparation and lead qualification.
• Experience supporting account management and maintaining client relationships.
• Familiarity with logistics coordination, vendor communication, and supply chain processes.

Technical skills

• ERP systems (SAP required; Oracle is a plus).
• CRM tools (e.g., Salesforce, Microsoft Dynamics).
• Strong data entry and validation skills with high attention to detail.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Understanding of billing and invoicing processes.

Core Competencies:

Customer-Facing Skills

• Excellent written and verbal communication (English).
• Strong customer service mindset.
• Effective complaint handling and resolution.
• Ability to build and maintain long-term customer relationships.

Sales & Coordination Support

• Lead generation and qualification.
• Quote preparation and sales documentation.
• Cross-functional coordination with multiple stakeholders.

Organizational & Analytical Skills

• Strong time management and prioritization abilities.
• Problem-solving and critical thinking.
• High level of accuracy and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.

What we offer

•   Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust

•   Attractive remuneration package

•   Opportunity for flexibility with a hybrid working model

•   Home office allowance

•   25 days paid annual leave

•   Additional health insurance

•   Employee Assistance Program (Mental Health, Legal & Financial Counselling

•   102,26 EUR Food vouchers

•   Public transportation card

•   Optional parking space

•   Multisport card

•   Language training opportunity

•   Employee referral program

•   Brand new modern office premises in a class A Business building

•   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!