Customer Service Executive

2 weeks ago

Cwmbran, United Kingdom RE Recruitment Full time

German Speaking Customer Service Executive required for my client, a global leading manufacturing company who produce and supply materials for a range of markets.

The key purpose of this role is to provide solutions to external customers and internal departments. You will support the triage function for all customer related queries such as but not limited to; orders, delivery queries, product queries, account status,technical product assistance and complaints.

Responsibilities of the German Speaking Customer Service Executive:

- Utilising within CRM system as the main communications tool to triage and record customer information.
- Be the point of contact for internal and external customers.
- Triage and direct customer queries to the relevant teams i.e. sales executives, account managers, technical support.
- Monitor the response of all enquiries meet the SLA in replying to all customer related queries.
- Inspect all customer orders for 100% accuracy before they are passed for sales order processing.
- Ensure that all customer orders are acknowledged within the company SLA and that a delivery date is communicated to the customer.
- Working with the customer and the credit controller to ensure that their customer accounts remain in good working order.
- Facilitate the confirmation of stock availability and reserve stock where relevant for customers.
- Attend weekly production meetings and communicate any changes to the customer and the account managers.
- Be the first contact point for our external and internal customers.
- Facilitate the creation of new customer or requested amendments to customer.
- Support the creation of new customer accounts.
- Receipt of Customer Complaints following the company procedure, acting as their case handler through the process.
- Facilitate the processing of complaints and non-conformance for the Sales team and customer services team.
- Be the first point of contact for account managers.

Skills and Qualifications of the German Speaking Customer Service Executive:

- Fluent German and English Speaker (Native Speaking German + B2/C1 - English).
- Experience of utilising a CRM System.
- Proven history in a similar Customer Services Specialist role.
- Process and Compliance driven.
- KPI results environment experience working with ERP systems.
- Experience and strong aptitude with business transaction systems.
- Ability to deal with pressure and associated deadlines.
- Influential and experienced in complaint handling
- Clear communications - written and verbal.
- Ability to forge strong working relationships across the organisation.
- Customer focused and Results Driven.
- Excellent organisational and time management skills.
- Ability to work well under pressure, work to deadlines and thrive in a fast-paced environment

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