Key Responsibilities:

The role involves working within the Control Tower department, primarily handling customer enquiries, with a focus on European clients.

• Communicate with clients via telephone, Microsoft Teams, email, and online meetings
• Set up and maintain master data in the Enterprise Asset Management System
• Test system configurations prior to client go-live
• Document standard operating procedures (SOPs) for new system functionalities
• Conduct system demonstrations and user training sessions to showcase software capabilities
• Perform daily proactive monitoring of client transactions and ensure process compliance
• Monitor data interfaces and error queues; resolve or escalate issues as necessary
• Correct data entry errors or inaccurate transactions
• Generate and analyse reports for clients, both on a regular and ad hoc basis
• Conduct proactive data analysis to support client decision-making
• Manage client tickets in the ticketing system, ensuring timely updates and detailed comments
• Investigate and respond to system and data-related queries
• Collaborate with the IT Development team to escalate system issues and track resolutions
• Communicate new system functionalities and planned maintenance to clients
• Provide ad hoc remote support for scanners and RFID devices using remote access software

Requirements and Skills:

• Relevant tertiary qualification
• Excellent verbal and written communication skills
• Strong customer and results orientation
• Ability to work effectively in a team, including cross-departmental collaboration
• Capability to perform under pressure and manage multiple tasks simultaneously
• Practical experience with ERP, WMS, or tracking systems 
• Strong analytical skills with the ability to interpret complex data
• Proficient in MS Office (Word, Excel, PowerPoint, Visio, Teams, Outlook)
• Advanced Excel skills (e.g., pivot tables, data filtering, reporting)
• Experience with SQL (advantageous)
• Fluent in English and German
• 2 to 3 years of relevant work experience
• Fast learner and self-starter