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German speaking Customer Service

Posted 3 April by Profile Personnel Ltd Featured Ended

A Fashion Brand Wholesale Retailer are currently seeking a German Speaking Customer Service Coordinator (B2B) to join their Operations & Customer Service department. Company are located in lovely offices in South West London, working in a friendly environment.

Fluency in German, both written and oral is an essential for this role.

Job Purpose

Support the customer needs of primarily France and DACH by carrying out administrative duties and fulfilling customer requests. Help create a culture of continuous improvement to deliver and exceed on our service levels and key performance indicators. Acting as the day to day contact with our 3PL you will ensure business and customer requirements are met within agreed service levels.

Responsibilities

Sales support & Order Management

  • Responsible for ensuring sales orders are processed within the agreed service levels for Germany, (DACH), Belgium, Spain and rest of Europe.

  • Responsible for reviewing compliance manuals and calculating the associated costs as well as working with the 3PL to ensure orders are processed in a compliant way.

  • Provide and maintain customer requirements in a consistent format and send the WI to the warehouse for all customers.

  • Support the Sales team with prospecting customers in the afore mentioned markets.

  • Support with the on-boarding of new EDI trading partners and document changes to business processes.

  • Challenge chargebacks issued from retailers where necessary

  • Proactively identify sales order and delivery problems so that solutions are found and service levels are maintained.

  • Liaise between customers and warehouse so that all requests are dealt with in a timely efficient manner.

Sales support & Order Management

  • Responsible for ensuring orders are processed within the agreed service levels for Germany

  • Review pending orders and sales quotes in NAV.

  • Provide special shipping instructions, labelling requirements, delivery booking information etc. to the warehouse for all customers.

  • Process payments and release orders

  • Respond to all after-sales demands (tracking, faulty products, returns, exchange, invoice request, etc) and log all the demands of clients on CRM for France.

  • Complete new Line Set ups, quote sheets etc. for stores as necessary

  • Set up new stores through NAV/CRM - providing all required information.

  • Update information provided by clients (billing/shipping address, phone number, VAT no etc.)

  • Help with prospecting including lead generation, database management, samples/line sheets etc. are sent out as required

  • Update the Store locator with closed stores and new stores.

Consumer Services (DACH)

  • Provide an excellent customer service experience, resolving customer inquiries by phone, email, and mail capturing all reported customer service issues and questions in CRM.

  • Replacements - provide all the necessary information and paperwork to process these requests. Liaise with the warehouse, finance team and customers to process replacements in a timely manner. Send out replacement to customers when needed.

Essential Skills

  • German fluency - both written & oral (essential)

  • Excellent customer services / communication skills

Advantageous Skills

  • Experience SAP or NAV or CRM

SALARY

Perm role offering a salary of up to £20,000 pa plus excellent benefits inc Bonus

Located in lovely offices in South West London

APPLY NOW FOR THIS GREAT OPPORTUNITY!

Required skills

  • Consumer Goods
  • Customer Service
  • German
  • Sales Order
  • Wholesale

Reference: 34513786

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