German Speaking Customer Service

Job Overview
Responsible for providing Customers with clear and accurate pre-sale advise on our product range, including stock availability, specification, and pricing queries, and taking an order. Post-sale responsibility for coordinating of prompt and timely supply, logistics and service elements of the order, making sure the Customer is kept fully updated of availability and expected delivery dates.

Main Responsibilities

• Provide an exceptional Customer experience by handling interactions in a professional and supportive manner
• Advise on availability and lead-time for product configurations
• Preparing of quotations, marketing material and supporting documents
• Supporting the field-based Sales colleagues with sales support information
• Become a master user of the ERP system for all Sales and Order transactional processes
• Log orders onto the ERP system in a timely manner
• Confirming orders and delivery dates to customers in accordance with internal SLA
• Place transport requests onto the portal of third-party logistics providers
• Track and monitor Customer open order status reports to ensure timely delivery and invoicing
• Manage delays in an effective manner and ensure priority is given to Customer communication
• Maintain proactive communication with the Supply Chain team to ensure best possible service provision
• Communicate to management any recurring issues or lack of process in a timely manner
• Ensure regular and month-end invoicing is completed in a timely and accurate manner and systems are maintained
• Create and maintain purchase orders for external suppliers
• Contribute to departmental meetings and Sales Planning activity as requested
• Participate in sales campaigns, offers, cross-selling, up-selling and proactive marketing

Person Specification

Essential:

• Experience of working within a fast-paced Customer Service environment
• Flexible and driven to learn new skills
• Problem-solving skills; takes a logical approach to issues, doesn't look to pass on every issue to the manager
• Calm, clear thinker; operates well under pressure
• An ability to seek opportunities for increased revenue or cost saving
• Works well across teams, locally and internationally
• Confident in working across the Microsoft Office suite, particularly Excel, and experience using ERP systems
• Fluent in German and English (C1/C2)

Desirable:

• Experience of managing Customer relationships for key accounts of >£1m per annum
• Experience within an international company and daily interaction with overseas colleagues

Additional Information
60% home based / 40% office based