The Customer Service Administrator (with German) acts as the first point of contact for customers seeking assistance, providing them with the necessary support and information to ensure all customer needs and expectations are met.
They respond to inbound customer calls and emails regarding orders, returns and any related issues: problems, order amendments, shipping, and resolution times etc. You will play a critical role in fostering strong customer relationships both internal and external, enhancing brand loyalty, and delivering a positive customer experience to contribute to the overall success of the organisation.
JOB DUTIES:
1. Customer Interaction: Take individual responsibility for a dedicated number of customer accounts. Engage with customers through various channels such as phone calls, emails, and other platforms to support their needs. Manage the relationship on a day-to-day basis in an appropriate and professional manner.
2. Issue Resolution: Troubleshoot and resolve customer complaints promptly and efficiently. This includes identifying the problem, offering viable solutions, and escalating complex issues to appropriate departments or individuals when necessary. Participate in regular meetings with suppliers on item flows (Past Due review, escalations, exceptional demand, order outlook, and determine actions to correctively solve any issues. Partner with appropriate team members to execute the recommendations.
3. Order/Returns Processing: Assist customers in placing, modifying, or cancelling orders. Where a return is required, ensure the transactions are managed and processed in line with company policy. For your allocated accounts, manage the open order book and interface with supply locations and distribution centres, retaining supply and delivery updates to provide feedback to customer.
4. Feedback Collection: Gather customer feedback to understand their needs, preferences, and areas for improvement. This information is valuable for enhancing service quality and informing product development. Analyse customer data and feedback to identify trends and areas for improvement and provide recommendations to management for any corrective or preventative actions.
5. Documentation: Accurately document customer interactions and maintain detailed records of issues, solutions, and communications. This serves as a valuable resource for reference and ensures continuity in customer support.
6. Team Collaboration: Work closely with other departments such as sales, C2C, supply chain planning team etc. to ensure a unified approach to customer satisfaction. This collaborative approach helps in resolving complex issues and implementing customer feedback.
7. Product & Service Awareness: Maintain a level of understanding of the company’s products and services to provide accurate information and assistance to customers. This often involves ongoing learning and training to stay updated with new offerings. Stay up to date with industry trends and best practices in customer service and use this knowledge to continuously improve our customer service processes and procedures.
8. Achievement of Key Performance Indicators: Deliver key objectives and enhanced customer experience; Customer satisfaction ratings, Employee Voice Survey results & Quality Results
YOU MUST HAVE:
9. Fluency in German
10. Solid working knowledge of Microsoft Office applications, including intermediate Excel skills
11. Strong communication abilities and a confident, positive telephone manner, with ease in engaging customers over the phone
12. Ability to multitask effectively in a fast‑paced environment
13. A proactive, enthusiastic, and self‑motivated approach
WE VALUE:
14. Previous experience in customer service
15. Familiarity with managing export orders (advantageous but not essential)
16. Strong organisational and interpersonal skills, with great attention to detail
17. Experience working with SAP is preferred, though not required
WHAT'S IN IT FOR YOU:
18. Hybrid working pattern, with Mondays and Fridays based in your home office
19. A modern, comfortable, and well-equipped working environment
20. A positive, supportive team culture where your German language skills help you build strong relationships with both colleagues and customers
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