Customer Service Representative Hand Tools EMEA

Summary We are seeking a motivated Customer Service Representative (m/f/d) Hand Tools EMEA to join our Customer Service team. In this role, you will support customers (B2B) across the EMEA region by providing excellent service throughout the order-to-cash process. You will act as a key interface between customers, sales, planning, logistics, warehouse operations, and other internal departments. The position offers the opportunity to work in an international environment and contribute to customer satisfaction and operational excellence. Key Responsibilities:

• Act as the primary point of contact for assigned Hand Tools customers (B2B) across EMEA, ensuring professional and responsive customer support
• Process and manage customer orders, returns, and inquiries accurately and efficiently in SAP
• Monitor order fulfillment from entry to delivery, providing proactive updates on order status, availability, lead times, and shipment schedules
• Coordinate closely with Sales, Planning, Logistics, Warehouse, Procurement, and Operations teams to meet customer requirements and delivery commitments
• Support backlog management, order prioritization, and on-time delivery performance
• Maintain accurate customer records, order data, and related documentation
• Resolve customer issues and escalations in collaboration with internal stakeholders to ensure customer satisfaction
• Ensure compliance with company policies, export regulations, customs requirements, and continuous improvement initiatives within Customer Service