Customer Service Advisor (German Speaker)
Customer Service Advisor – International (German speaker)
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
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
* Experience working with Mertex or other ERP systems
* Understanding of or an interest in the application of fabrics, wallpapers and paint
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