Customer Support Specialist - Accelleron Industries AG : Job Details

Accelleron is accelerating sustainability in the marine and energy industries as a global technology leader in turbocharging, fuel injection, and digital solutions for heavy-duty applications. Building on a heritage of over 100 years as a trusted industry partner, the company serves customers in more than 100 locations in over 50 countries. Accelleron's 3,000 employees are continuously innovating to deliver best-in-class products, services, and solutions that are mission-critical for the energy transition. You will join a team of experts in an exciting international environment, committed to excellence and innovation. Together, we support our customers in driving the transition toward sustainable industries with cutting-edge technology, deep expertise, and smart solutions. At Accelleron, we foster diversity and inclusion, welcoming and celebrating individual differences as a source of strength.Purpose of the role:OEM Customer Support Specialist

• Provide internal and external customer support (e.g. order assistance, payment related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.
• Ensure company compliance to customer KPI's through high-level collaboration and communication

Processes in scope of this position:OEM Customer Support Specialist

• Order Processing for OEM's
• Sea-freight management

Your responsibilities:

• Ensures the resolution of customer issues (e.g., order, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. Coordinates resolution with After-Sales Service and/or Spare Parts teams.
• Gathers and interprets relevant data (cost, quality, demand patterns, etc.) and provides analytical support e.g. site inventory and material stock out analysis and trends, material availability reports.
• Recommends appropriate solution for internal & external customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
• Coordinates market analyses and defines appropriate forecasts and plans. Evaluates and shares customer research, market conditions and competitor data.
• Proactively informs customers about issue status based on inputs and clarifies any questions. Ensures a positive customer experience throughout the entire process.
• Prepares and analyses regular statistics (e.g. forecast) using available tools and collecting relevant information.
• Tracks regular target performance and provides results to management.
• Responsible for reviewing and processing orders
• Assist with general administration responsibilities
• Lead small continuous improvement project.

Your background:

• Bachelor's degree, preferably in business related field.
• Strong Interpersonal & Communication Skills
• 2+ years of relevant work experience.
• Strong Analytical and Organizational skills
• Ability to multi-task and work under pressure in a fast-paced environment.
• Ability to communicate with coworkers and professionally represent company. Knowledge of English language.
• Proficiency in working with Microsoft suite (Outlook, Word, Excel, PowerPoint, Power BI, etc.).
• ERP knowledge in SAP S4/HANA (EPPM, PS, SD, MM), preferably Public Cloud Edition, Microsoft CRM, Power Platform
• Profound knowledge about the system set up for managing sales orders, procurement tasks and O2C processes, EDI to CAT
• Ability to use tools like Excel (advanced), Power Bi or other analysis tools
• Proficient in diagnosing issues in sales orders, payment delays, or procurement bottlenecks and implementing effective solutions.
• Ability to work seamlessly with procurement, sales, finance, and customer service teams
• Customer-oriented communication for handling inquiries, disputes, or escalations
• Experience in project management
• Completed education/studies in Economics or in a related field (Sales, Order management, Business administration, Project Management)
• Self-driven, decision focused, team player, good organizational skills
• Excellent communication skills (at all levels, ability to act as moderator)
• Strong character, capable to deal with change management
• Good command of English spoken and written
• Strong problem-solving and analytical skills
• Leadership and team training capabilities

Would be of advantage:

• Experience in Service of industrial equipment
• Experience with data analytics (power query), low code application (e.g. power app).
• International Business experience and intercultural competence.
• Ability to travel to Baden up to 10%

Your compensation:

• $64,600/year - $88,770/year

Your benefits:At Accelleron, we are committed to supporting our employees' well-being and work-life balance. As part of our team, you will have access to a competitive and comprehensive benefits package designed to enhance your overall quality of life. Our benefits include:Health & Wellness

• Medical, Dental, and Vision Insurance: Choose from a variety of plans to find the coverage that best suits your needs.
• Health Savings Account (HSA) / Flexible Spending Account (FSA): Options to save pre-tax dollars for eligible medical expenses.
• Employee Assistance Program (EAP): Confidential support for personal or work-related challenges, including counseling and resources for mental health.

Financial Security

• Competitive Salary: We offer market-competitive pay with regular reviews.
• Retirement Plan: 401(k) plan with company matching to help you save for the future.
• Life & Disability Insurance: Company-provided basic life insurance, with options to purchase additional coverage.

Work-Life Balance

• Paid Time Off (PTO): Generous vacation, sick days, and holidays to recharge and spend time with loved ones.
• Flexible Work Options: Depending on the role, we offer options for hybrid or remote work.
• Parental Leave: Paid leave for new parents to bond with their child.

Professional Development

• Learning & Development: Access to training programs, certifications, and courses to help you grow professionally.
• Tuition Reimbursement: Support for continuing education and professional certifications.
• Career Advancement: Opportunities for career development, internal mobility, and leadership training.

Additional Perks

• Employee Discounts: Discounts on products, services, or memberships.
• Wellness Programs: Access to fitness classes, wellness challenges, and resources to promote a healthy lifestyle.
• Social Events: Company-sponsored events and activities to build a sense of community

LinkedIn Tags: #LI-MP #LI-AssociateWe look forward to receiving your application. If you want to discover more about Accelleron, take another look at our website accelleron.com.Accelleron Data Privacy Statement:accelleron.com/privacy-notice/candidate