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German Speaking Customer Service Coordinator

4 weeks ago

Shenstone, United Kingdom People Solutions Full time

Job Summary:

We are seeking a highly motivated and customer-focused German Speaking Customer Service Coordinator to join our team at People Solutions. As a key member of our customer service team, you will be responsible for delivering exceptional support to our German-speaking customers, ensuring their queries are resolved efficiently and effectively.

Key Responsibilities:

  • Manage inbound calls and emails from German-speaking customers, resolving product, technical, pricing, and marketing enquiries within agreed Service Level Agreements.
  • Write and update marketing content for company websites and social media pages to create lead generation and optimize social media activity.
  • Work closely with the UK marketing team to ensure alignment and consistency in marketing efforts.
  • Handle incoming calls, emails from German-speaking franchisees and export customers to a high standard within given timescales and in-line with company procedures.
  • Deliver a first-time response (FTR) to customers with sales, technical, marketing, design requests, and transportation queries.
  • Manage orders through the franchisee order portal and handle queries related to our franchisee orders, product supply, and deliveries.
  • Liaise with hauliers and complete all associated documentation.
  • Provide order entry support to export markets not on the order portal.
  • The creation of order acknowledgements, sales quotations, and relevant export paperwork.
  • Processing of goods returns notes for ROW (RMA's), including raising of import clearance.
  • Follow the process for the return of IBCs/Pallets, checking invoices from importer and sign off to Purchase Ledger.
  • Deal with complaints to a high standard as per the company policies and procedures using IFS CRM to record all information and track progress.
  • Maintain the Service Level agreement of case closure within five working days.

Requirements:

  • GCSE C and above in English, German, and Mathematics (or equivalent qualification).
  • Ability to speak German fluently so that you can liaise with clients who only speak German as their first language.
  • NVQ Level 2 in customer service (or equivalent).
  • Excellent communication and interpersonal skills.
  • Ability to process a large amount of routine deadline-driven work and multitask.
  • Friendly telephone manner.
  • Empathetic and patient.
  • Able to deal with customers in a calm and composed manner.
  • Takes ownership and follows things through to completion.
  • Highly motivated with a positive attitude.
  • Team orientated.

Desirable Experience:

  • Excellent customer service experience (ideally 5+ years).
  • Previous experience in handling technical/product-related enquiries.
  • Used to managing and resolving customer complaints.
  • Previous administration experience.
  • Knowledge/experience of using social media channels.
  • German Translation experience.

Training:

Training provided.