Customer Service Representative – German Speaking

Our client is a global materials, science and manufacturing company specializing in the design and manufacture of a wide variety of labelling and functional materials. They are looking for a German Speaking Customer Service Representative to join their customer service team.

This role focuses on managing the order-to-delivery process, ensuring fast and reliable order fulfilment for their German customers in the EMEA region.

This is a 6 month fixed term contract, possibly longer, working from home until further notice. 

Key responsibilities:

  • Accurate and timely entry of orders onto the order management system.
  • Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress.
  • Checking progress, lead-time and quantity for each order.
  • Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met.
  • Ensuring clear and correct dispatch instructions, i.e. terms of delivery, forwarder details, are provided to the dispatch team.
  • Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan.
  • Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers.
  • Running and monitoring back order reports for designated customer base (daily or weekly depending on the area).
  • Proactively supporting Sales with specific campaigns, this may include contacting existing customer base with special promotions.
  • Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required timescales.
  • Liaising with Credit Control/Finance to resolve all invoice queries.
  • Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries.
  • Building close relationships with all internal and external contacts to constantly improve information flow and the order process.
  • Maintaining accurate and up to date customer records and price lists in the systems.
  • Collating information and producing reports as required.
  • Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency.
  • Promoting a coordinated approach within the Customer Services team and providing cover for other team members in their absence.

Key skills/experience:

  • Fluent English plus fluent German (written and spoken)
  • Educated to A-level
  • Customer service experience, preferably within a business to business environment.
  • Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage.
  • Experience of liaising with customers / internal departments located outside the UK would be an advantage.
  • Experience of using an in-house database and MS Office packages is essential.

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