Export Customer Service Adviser – German & Dutch speaking
Our client have celebrated over 30 years as a successful tile manufacturer and distributor. They have been producing tiles in Exeter, Devon since 1986, using a combination of quality raw materials, traditional techniques alongside new technology, and a skilled and dedicated work force. Experiencing year on year growth, with products available in over 60 countries and over 2000 retail outlets worldwide, there’s never been a more exciting time to join the company!
The Role & Benefits:
Providing a high level of customer support, utilising language skills to maximise the customer experience. Responsible for processing orders and solving customer queries whilst complying with the documentary requirements for the Export market.
The company offer: contributory pension scheme, staff discounts, childcare vouchers, accident insurance and death in service cover. In addition there is structured training and the potential for career progression.
Receiving and making telephone calls in the relevant language, ensuring all calls are dealt with in a friendly and professional manner.
Processing orders received via telephone, fax and email onto ERP systems, ensuring the customer details and ordered products are accurately entered and confirmations of orders are sent to customers.
Responding to and solving customer problems / queries / complaints, accurately detailing all communication and activity on the CRM system.
Processing of customer returns and credits.
Supporting and liaising with the Sales Representatives with regards to queries relating to customer details, display products and inputting of orders.
Assisting customers with floor plans and quantity calculations.
Liaising with warehouse / carriers with reference to distribution.
Liaising with the Freight Controller and freight forwarders to obtain transport quotes and book freight.
Ensuring all correct export shipping documentation is obtained and filed electronically on the shipping document system to provide an accurate audit trail.
Ensuring customer data on Infor CRM System is up-to-date and complete.
Taking credit card payments.
Assisting the credit control department by highlighting any issues with customer accounts and contacting customers in order to resolve these in the relevant language.
Assisting in translating and checking translations for various departments such as marketing, goods-in and purchasing.
Completing various administrative tasks.
Working with the team to achieve various other tasks as required.
Attending meetings and product training sessions as required.
Endorse and promote a positive and conscious health and safety culture within the Company
Ensure compliance with all health and safety, quality and human resource policies and procedures
Essential Skills & Requirements:
Be fluent in German and/or Dutch. Excellent written and spoken English is required.
Be proficient in formal writing skills in German and English and ideally Dutch.
Possess excellent communication skills with a confident, pleasant telephone manner.
Have a knowledge/understanding of export documentation
Work well in a team, but also enhance that team, whilst having the initiative for solo work.
Have accurate keyboard skills and experience of data entry.
Have proven customer service / sales order processing experience.
Be a quick and adaptable learner
Be enthusiastic and confident with a desire to strive towards continuous improvement.
Be IT literate with good MS Office skills; training will be given as necessary.
Have the ability to work to set standards and procedures.
Have a willingness to learn.
Be educated to a good standard - A’ levels or equivalent. Basic mathematical ability essential.
Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.