Our international client requires an experienced Customer Care Representative - fluent German language to join their EMEA team based in Rugby.
Why This Role Matters
The Customer Care Representative plays a key role as a primary point of contact for our clients' customers across the UK and German-speaking markets, helping to deliver a consistent, reliable and positive customer experience throughout the entire order journey, from order placement and delivery through to returns and issue resolution.
The role is integral to supporting the customer experience by providing accurate information, managing customer orders and records, and working collaboratively with internal departments to address customer enquiries and resolve issues effectively.
Through proactive management of outstanding orders and close collaboration with Logistics and third-party distribution partners, the Customer Care Representative helps ensure customers receive complete and timely service. By maintaining accurate customer data and delivering responsive, professional communication in both English and German, the role also provides valuable support to Sales and other regional teams, contributing to overall business efficiency and customer satisfaction.
Key Responsibilities:
- Customer Support: Act as a primary point of contact for customer enquiries relating to pricing, orders, marketing, technical support and Return Material Authorisations (RMAs). Provide timely and effective resolutions where possible, escalating or directing enquiries to the relevant departments when required.
- Order Management: Process customer orders accurately within the ERP system, monitor outstanding orders and proactively follow up on delays or discrepancies to ensure timely and efficient order fulfilment.
- Complaints and Quality Management: Manage customer complaints and product quality concerns, ensuring all issues are accurately recorded, communicated and escalated to the appropriate teams for investigation and resolution.
- Logistics and Delivery Coordination: Liaise closely with internal Logistics teams and third-party logistics (3PL) warehouse partners to track shipments, address fulfilment issues and ensure complete and timely customer deliveries.
- Customer Account Administration: Create, maintain and update customer accounts within the ERP system, ensuring all customer records and associated information remain accurate and up to date.
- ERP System Implementation and Support: Provide support for country-specific ERP initiatives, including participation in User Acceptance Testing (UAT), to help ensure successful system implementation and functionality.
- KPI Management: Monitor and maintain departmental Key Performance Indicators (KPIs), contributing to the achievement of service levels and operational targets.
- Additional Responsibilities: Undertake other reasonable duties and responsibilities as required to support the wider team and business objectives.
What We are Looking For:
- A minimum of two years' experience in a customer service or similar customer-facing role.
- Excellent written and verbal communication skills, with the ability to respond to customer enquiries and concerns clearly, confidently and professionally.
- Strong attention to detail, with a high level of accuracy when processing customer orders and maintaining customer records.
- Effective problem-solving skills, with the ability to remain calm under pressure, assess situations and identify appropriate solutions or next steps when customer or order-related issues arise.
- Good working knowledge of Microsoft Excel and Outlook.
- Fluency in English (as a first language), together with fluency in German.
- Ability to communicate confidently and professionally with English- and German-speaking customers, both verbally and in writing.
- Experience using ERP systems, such as Oracle or NetSuite.
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Customer Service Representative - EMEA - Fluent German in Rugby employer: Parkside Recruitment
Join a forward-thinking international company that values integrity, professionalism, and a balanced approach to employee relations. With a strong emphasis on employee growth and a supportive work culture, this role offers the unique advantage of remote flexibility transitioning to hybrid working, allowing you to maintain a healthy work-life balance while contributing to meaningful organizational change. As an HRBP, you'll have the opportunity to work closely with leadership, ensuring your voice is heard and your contributions are valued in a dynamic environment focused on practical solutions.
