Customer Service Specialist

Our client is a vertically integrated player in the aluminium packaging industry located in Zug and with production facilities across Europe.

On behalf of our client, Swisslinx is looking for a dynamic and detail-oriented Customer Service Specialist to support the company’s growing client base across Western Europe, particularly in the DACH region, Spain, Italy and the UK.

This role is critical in ensuring smooth order management, customer satisfaction, and internal coordination between commercial, production, and logistics teams.

Key Responsibilities:

• Serve as the primary point of contact for customers via phone and email, providing timely and accurate responses to inquiries regarding products, pricing, and order status
• Build strong client relationships by delivering exceptional service throughout the customer lifecycle
• Manage end-to-end order processing within the ERP system, ensuring accuracy and timely execution
• Liaise with internal production and logistics teams to coordinate lead times and ensure on-time deliveries
• Proactively handle and resolve customer issues or complaints, escalating where necessary to ensure fast and effective solutions
• Follow up to confirm resolution and maintain customer satisfaction
• Maintain up-to-date knowledge of aluminium packaging products and industry trends
• Participate in ongoing product and systems training to support clients with technical and commercial queries
• Maintain accurate records of all customer interactions, orders, and feedback
• Generate regular internal reports on customer activity, trends, and potential areas for improvement
• Support the sales team with reporting and sales coordination tasks
• Work closely with Key Account Managers, production teams across several European manufacturing sites, and logistics teams to ensure operational excellence
• Contribute to internal meetings by sharing client insights and suggesting improvements in service delivery

Key Requirements:

• Fluent in German and English; additional languages (Spanish, French, or Italian) are a plus
• Proven experience in customer service, preferably within manufacturing or packaging sectors
• Strong interpersonal and problem-solving skills
• Proficiency in MS Office and experience with ERP systems (e.g., SAP or equivalent)
• Excellent attention to detail and organizational skills

This role offers opportunities to grow into a Key Account Manager position, with increasing responsibilities in strategic client management and commercial leadership.