Customer Service Representative - Order Administration

About the role

Viking EMEA is expanding its team in Belgrade, Serbia and is looking for an experienced Customer Service Representative. The role supports customer inquiries and processes orders efficiently, providing administrative support and coordinating the full order process from initial inquiry through delivery. It reports to the Customer Service Manager in Germany and focuses on order administration and customer support, with pricing decisions, contract negotiations and sales strategy handled by the German commercial team.

Key responsibilities

• Respond to customer inquiries about price, lead time and product information using approved price lists and commercial instructions
• Prepare quotations based on pre-approved pricing guidelines from the commercial team
• Process and track incoming orders and liaise with the credit department for smooth order processing
• Clarify product requirements and specifications with customers using standard product documentation
• Coordinate with the replenishment team and approved suppliers for order fulfillment
• Arrange shipment logistics and coordinate with warehouse and carriers
• Monitor daily reports and escalate issues to the Customer Service Manager
• Perform additional administrative tasks assigned by the manager

Required profile

• 3-5 years of experience in customer service or order administration (ideally B2B)
• Technical background or experience with technical products
• Experience with international trade processes (import/export) is an advantage
• Excellent command of Serbian and English; additional languages are an advantage
• Comfortable with phone communication for order clarification and customer support
• Attention to detail, good verbal and written communication, teamwork across departments and countries, quick learner and service-oriented

Required skills

• Proficiency in the MS Office suite and modern ERP systems; SAP experience is an advantage
• Strong administrative skills and some technical knowledge from similar industries preferred

What we offer

• A permanent contract
• An internal training programme to develop you into a Viking expert
• A competitive compensation package and career path
• Work travel opportunities