In billions of syringes and in every second car worldwide, Datwyler components make an important contribution to the safety of patients and drivers. The high-tech company focuses on high-quality, system-critical elastomer components and holds leading positions in attractive global markets such as healthcare, mobility, connectivity, general industry and food & beverage. With over 25 production sites on four continents, sales in more than 100 countries and over 8,000 employees, the company, headquartered in Switzerland, generates annual sales of more than CHF 1,000 million.

Our employees are the heart of Datwyler - we treat each other with respect, trust and appreciation. We have strong roots and values that have been well established in our 100-year corporate history. Become part of our great team as a...

The Customer Service Representative (CSR) is responsible for managing and supporting all clients within their assigned portfolio. This includes, ensuring exceptional service, accurate order processing, and proactive communication. The role requires close collaboration with internal departments and Key Account Managers (KAMs) to fulfill commercial agreements and resolve operational challenges. The CSR builds and maintains strong customer relationships while safeguarding company procedures, quality, and financial requirements.

The ultimate scope of the assignment: support current and new revenue growth activities of the account and development managers, and manage existing business at assigned accounts. This includes internal cross-functional leadership to best support consistent revenue growth.

Responsibilities: 

Communication 

• • Internal Communication
    • Consult with supervisor on day‑to‑day business matters.
    • Exchange information with Key Account Managers (KAMs) regarding customer requirements and agreements.
    • Collaborate closely with logistics, planning, finance, quality, and other departments on issues related to Customer orders, Commercial requirements, Quality concerns, and any Logistic urgencies
    • Participate in customer visits to strengthen relationships, understand customer needs, and provide direct support when required.
    • Provide proposals and urgent solutions when operational issues arise.
  • External Communication
    • Communicate directly with customers to discuss requirements, negotiate solutions, and provide proactive recommendations.
    • Proactively escalate customer‑related issues and follow them through to resolution, ensuring timely, accurate, and appropriate outcomes.
    • Build and maintain effective customer relationships to support long-term collaboration.

Sales Order Management

• Create and maintain customer accounts in the ERP system.
• Create and change material codes as needed.
• Handle customer requests by gathering information from relevant departments and validating commercial conditions with KAMs.
• Enter, manage, and follow up on customer orders.
• Check material availability, gather system data, propose alternatives, and coordinate with logistics and planning.
• Monitor delivery schedules and proactively inform customers of any deviations.
• Follow up on OTIF (On-Time-In-Full) and forecasts upon customer request.
• Process mold and die orders, monitor financial and administrative workflows, arrange sampling, request validation batches, and follow up on customer approvals.

Shipment Coordination

• Coordinate and follow up shipments, including sending necessary shipping documents to customs.
• Manage sample requests for internal use and for subsidiaries; arrange dispatch and coordinate shipment.
• Organize express shipments, review costs, notify logistics/warehouse teams, and maintain customer communication.
• Optimize transportation by coordinating with planning and logistics; propose cost‑effective solutions to customers.

Financial Responsibilities

• Maintain and update price records in the system based on KAM instructions.
• Follow up on outstanding payments with customers and provide updates to the bookkeeping department.
• Register and manage complaints, including  RMAs to Organize return deliveries or assist with credit notes for scrapped material.
• Prepare and follow up on credit notes
• Block and release shipments according to company guidelines.

Additional Duties

• Review commercial agreements and visit reports; align regularly with KAMs.
• Participate in customer visits onsite or accompany a KAM to customer facilities. Contribute to discussions.
• Participate actively in CSR team meetings and propose process improvements.
• Send out LOAs, CDAs, questionnaires, supplier evaluations, and similar documents.
• Maintain organized electronic (and physical when required) customer file systems.
• To Update the CRM system with customer contacts when needed.

Experience/Skills:

• High school diploma or general education degree (GED); and three to five years related experience and/or training
• Knowledge of the production and application of the manufacturing processes.
• Purposeful, communicative, and customer-oriented personality.
• Good analytical, technical, and financial skills.
• Proficient ERP system experience preferred.  SAP/ S4Hana experience a plus.
• Ability to work within Microsoft Office Suite and Adobe at high level of proficiency.
• Exceptional interpersonal skills to work cross-functionally and as a team player.
• Self-directed/motivated, comfortable working in home office as well as in-office environments.
• Excellent writing and verbal communication skills and the ability to communicate at all levels, confident interfacing with customers and cross‑functional teams
• Proven ability to escalate effectively, drive issues to resolution, and provide clear status updates.
• High accuracy and attention to detail.
• Excellent organizational and multitasking skills.
• Ability to work under pressure and meet deadlines.
• Expert English proficiency (verbal and written). 

Be yourself at Datwyler

We are convinced that people make the difference. At Datwyler, you will experience diversity and a wide range of career opportunities that only an international company can provide. Together, we are increasing our agility, accelerating digitalization and fostering sustainability. For motivated and talented employees, we offer interesting development opportunities with training and assignments in a global environment. With us, you can contribute with all of your creativity and all your ideas.

www.datwyler.com