German Speaking Customer Services Team Member

Job Title:Customer Service Team Member (German speaker)

Location:European Shared Service Centre, Brighton

Reporting to: Customer Service Team Leader

Hours:Start times are from 07.00 - 8.30am and finish times are from 4.30 - 530pm
depending on supported country requirements

Role Description

The Customer Service Departments are made up of various teams that support different countries across Europe. The composition of these teams is determined by the market sector and the language requirement of the country supported.

As a Customer Service team member you will be the main point of contact for external and internal customers within Germany.

You will be responsible for the processing of orders from your own customer portfolio as well as for all other ordering activities which will involve responding to enquiries and dealing with queries across the entire ordering process. You will be expected to provide holiday and sickness cover for other team members within your own team but you also might be expected to assist other teams in order to achieve key performance indicators.

You customer portfolio will include large distributors within the business to business area and therefore you will be dealing with high value orders.

Key Responsibilities

*Develop strong working relationships with key customers internally and externally
*Place orders in their various formats, process them and manage any subsequent changes
*Receive enquiries/queries relating to the ordering process & manage them through to resolution, liaising with all necessary parties
*Proactively manage the ordering process for planning major activities (i.e: promotions, price increases, Christmas, etc)
*Maintain all relevant system with valid information
*Manage the collections/returns of products

Candidate Profile

Qualifications

Candidates should ideally be educated to A-Level Standard or equivalent

Previous Experience

*PC literacy essential
*Microsoft Office or equivalent software package beneficial
*Ability to work to deadlines highly beneficial
*Office based customer service experience desirable
*Experience in dealing with telephone based customers desirable

Languages

Fluent English and German are essential.

Personal Characteristics

VisionaryDemonstrates understanding of the customer, shopper and user needs, attitudes and behaviours
Takes initiatives to understand the strategic direction of the organisation

InspirationalDemonstrates a contagious positive energy
Operates with honesty and integrity
Persuades others by engaging them in understanding and discussing key issues

InnovativeChallenges the way things are done by promoting new ideas
Proactively recommends creative improvements to products, services and processes based on customer, shopper and user needs
Is receptive and enthusiastic in response to change

DecisiveAssesses available information and develops options prior to action
Chooses to tackle difficult or tough issues directly to make sure they are addressed in a timely manner
Takes steps to understand the cause of problems

CollaborativeEncourages diversity of opinions, responding positively to ideas from others, both within and outside own team
Shows appreciation and thoughtfulness for others

Building TalentSeeks team leader and peer feedback to drive personal performance and development
Shows willingness to assume new tasks and execute the same task differently