German Speaking Customer Service Adviser in High Wycombe

Location: High Wycombe, Buckinghamshire

Working pattern: Office-based 4 days per week, 1 day working from home

Job type: Full-time, Permanent

About the Customer Service Adviser role

TREND Networks is looking for a fluent German-speaking Customer Service Adviser to join our Customer Service team in High Wycombe. This is a varied international customer service role with particular responsibility for supporting our customers across the DACH region (Germany, Austria and Switzerland). You will take ownership of customer enquiries and orders from start to finish, providing a responsive, accurate and professional service while working closely with colleagues across Customer Service, Sales, Logistics and Technical teams. If you enjoy building relationships with customers, solving problems and making sure things get done properly, this could be a great opportunity to join an established international business.

What Customer Service Adviser will be doing:

• Taking day-to-day ownership of customer service activity for the DACH region
• Processing, revising, expediting and confirming customer orders accurately and on time
• Proactively managing open orders and keeping customers updated
• Responding to customer enquiries by email and telephone
• Providing information on stock availability, orders, promotions and other customer queries
• Processing returns, repairs and calibration (RMA) requests
• Preparing quotations for repairs and calibrations
• Creating shipping and export documentation, including commercial invoices and international paperwork
• Maintaining accurate customer and order information within our ERP and CRM systems
• Working closely with technical and other internal teams to resolve customer queries
• Taking ownership of issues and complaints and working towards practical solutions
• Supporting the wider Customer Service team during busy periods, holidays and absence
• Working to agreed service levels and KPIs

What we're looking for:

• Fluent German and English, both written and spoken, is essential for this position.
• At least 2 years' experience within a product-based customer service environment
• Experience using German professionally with customers
• Excellent written and verbal communication skills
• A confident and professional telephone manner
• Strong organisational and time-management skills
• Excellent attention to detail and accuracy
• The ability to prioritise and manage your own workload
• A proactive, customer-focused and solution-driven approach
• The ability to remain calm and professional when dealing with challenging situations
• Good Microsoft Office skills, including Word and Excel
• The ability to work independently as well as being part of a team

Experience of processing orders and invoices, managing customer accounts, working with international customers or dealing with shipping agents, couriers, freight forwarders or export processes would be advantageous.

Working arrangements:

This role is based at our High Wycombe office and requires attendance in the office 4 days per week, with the opportunity to work from home 1 day per week. This is not a remote position.

About TREND Networks:

TREND Networks is a global provider of innovative test and measurement solutions for the data communications and network infrastructure industries. Our products are used by network technicians, installers and engineers around the world to help them install, test and maintain networks efficiently and accurately. With teams and customers across the UK, Europe, the US and international markets, we are a growing global business while retaining the collaborative and approachable culture of a smaller organisation. At TREND Networks, our culture is built around three key principles – Pace, Precision and Partnership. We believe in taking ownership, doing things well and working together to deliver a great experience for our customers. Our promise is simple: Depend On Us.