Job Description. Customer Service Advisor – International (German speaker) Leicester £27,000 benefits Monday - Friday Our client has an exciting opportunity for a fluent German speaking Customer Service Advisor – International to join them and ensure world beating customer service is provided to their valued customers. With a customer first approach, you will be accountable for international retail customer service, administering daily orders and working alongside Area Manager(s) to grow international territories. The company is a collective of luxury interior brands, each with a special role to play, and two manufacturing brands. Purpose Manage, coordinate, and facilitate the full order life cycle from order entry through to delivery and after care support for international retail B2B across brands Foster relationships with key contacts, partnering with sales managers and driving company and team objectives, providing front line world beating customer service on production specification and enquires Support the International sales team in maintaining current accounts and supporting in the growth and acquisition of new accounts Responsibilities Manage day to day workload of international sales desk for retail, processing sample orders, main orders, and enquiries for B2B accounts Manage customer requests via email, phone, and live chat: maintaining service level agreements (SLA’s) through fast and accurate processes and ensuring all information received is processed accurately Build rapport and relationships internally and externally, supporting agents, distributors and sales managers Assist and support customer enquiries on product stock levels, production lead times, pricing, and product specification Oversee and track dispatch, shipment, and delivery of goods on a variety of incoterms, coordinating with UPS and other hauliers for international shipment Support and provide cover across territories for the team during annual leave and absences Provide after sales support and raise claims/ replacements/ returns when needed Provide technical support and work with the technical teams to manage customer enquiries Manage back-orders, held for sales and pro forma’s daily reports, working to convert to sales where possible Ensure customer master data is accurate, work with sales support to maintain and update Liaise and build rapport with departments across the business including warehouses, credit control, merchandise and claims team Maintain high levels of customer service, proactively recognise cross selling opportunities, using product knowledge to offer alternatives where possible Continuously challenge and seek to improve processes and service provided to our customers Measures of Success Accuracy, timing and management of orders Maintaining and updating customer profiles Building rapport and relationships with key stakeholders Ability to coordinate and problem solve Customer satisfaction Experience & Skills Minimum GCSE’s including English & Maths and/or equivalent Customer service experience, minimum of 1 year, preferably B2B & international Fluent/native German speaker (written and spoken) Experience of international shipping is an advantage Strong organisational and administration skills Strong interpersonal skills Problem solving ability Experience working in a desk-oriented role Sound IT skills, including MS Office skills Experience working with Mertex or other ERP systems Understanding of or an interest in the application of fabrics, wallpapers and paint