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Customer Service Specialist

Date: Jun 10, 2021

Location: Sweetwater, TN, US

Company: SCHOTT AG

International technology group • specialty glasses and glass-ceramics • more than 130 years experience • more than 16,000 employees in 34 countries • innovative ideas for the world of tomorrow


What’s your next milestone?

Customer Service Specialist



SCHOTT Flat Glass meets the high requirements in creating aesthetic and individual glass solutions for household appliances, kitchen and living. With decades of know-how in glass processing and customized solutions, SCHOTT Flat Glass is the preferred partner in the household appliance industry. Cross linked production sites all over the world enable us to be a flexible and secure partner offering products complying with international standards.


Your Tasks

  • Order Processing/Payment Processing: Creates customer orders and communicates delivery dates to the customer timely acc. local regulation. Identifies bottlenecks and issues and acts as the representative of the customer within Schott organization. Clarifies questions of critical orders directly with customers and informs all stakeholders in case of major issues (line stops, etc.) immediately acc. given procedures. Issues invoices timely and does the follow-up according payment terms. Advises sales/finance in case of payment difficulties and provides possible solutions to ensure adequate and timely payment. Initiates and/or prepares credit vouchers.
  • Sales / Customer forecasts: Supports the Sales & Operations Planning process by analyzing forecast accuracy and identification of issues / anomalies. Prepares the historical data for the monthly planning rounds, requests timely planning by Sales / Customers) and performs the consensus demand meeting acc. S&OP process.
  • KPI’s / Improvements: Measures key performance indicators like OnTimeDeliveries (OTD) acc. Customer Request and acc. Confirmed Dates as well as Leadtimes. Analyzes deviations and identifies possible improvements/measures on a daily basis (SFM 1). Discusses regularly performance with major customers and gathers customer requests.
  • Communication + customer complaints: Serves as first point of contact for designated customers.  Ensures proper information flow in case of customer issues to all stakeholders to be informed (not only sales but also SCM, Quality and plant manager. Handles customer complaints in cooperation with the competent authorities, ensures their completion in due time, prepares credit vouchers or initiates appropriate replacement deliveries after consultation with supervisor. Participates in customer visits with sales upon internal or external demand.  Supports in the preparation of customer audits and visits
  • Basic Data Processing: Processes the master data for new customers within the ERP/CRM-system. Advises Sales/ the customer for missing data and ensures the consistency of basic customer data. Here Sales has the lead to deliver the data and SCM Customer Service need to ensure the right setup in the system and require necessary updates / missing data. Advises Sales on usage of the right incoterms, lead-time and other operational rules necessary to onboard a new customer. Maintains and updates all basic data throughout the partnership with a customer.

Your Profile

  • 3-5 years experience in sales and/or customer service area
  •  English fluent, written and spoken, MS Office, SAP knowledge, Customer and service orientated, organized, analytical work style, solution oriented, ability to see the big picture, Reliable, empathic communication

Your Benefits

  •  Motivated and committed employees are essential to the success of our company.  At SCHOTT, you will be able to expand your skillset in a cooperative and dynamic work environment. In addition to developing your careers, we offer you a competitive total compensation package.


You can expect interesting tasks and challenging projects, as well as motivated and friendly teams in fields that influence our future. Do you want to be successful with us? Then, please send us your application: SCHOTT Gemtron Corporation, Human Resources,


SCHOTT Gemtron Corporation, Sweetwater Human Resources.

*At SCHOTT, it’s your personality that counts – not your gender, your identity, or origin.


SCHOTT North America, Inc. and SCHOTT Gemtron Corporation are both Equal Opportunity/Affirmative Action Employers. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

SCHOTT’s inclusion philosophy promotes equal employment opportunity throughout the organization. Any form of unlawful employee harassment is prohibited.

SCHOTT endeavors to make our careers website accessible to any and all users. If you would like to contact us regarding the accessibility of our careers website, please contact info@us.schott.com. Any inquiries regarding employment application status, resume submittal, open positions and any other general inquiries will not receive a response.

Nearest Major Market: Knoxville

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