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Customer Service Representative (French & German speaking)

  • Location

    Bury St Edmunds

  • Sector:

    Office Recruitment Services

  • Job type:

    Permanent

  • Salary:

    Competitive

  • Contact:

    Paige O'Connell

  • Contact email:

    paige@compasspoint.co.uk

  • Contact phone:

    01284 765700

  • Job ref:

    J34990

  • Published:

    about 2 months ago

  • Expiry date:

    2022-02-03

  • Start date:

    2021-11-29

  • Consultant:

    Paige O’Connell

Customer Service Representative (French and German speaking)

Purpose of Role:

The Customer Service Representative is primarily responsible for answering incoming calls, placing orders, checking stock and status of orders and using problem solving skills to resolve customer issues.
The Customer Service Representative will also be responsible for training, providing coaching and teamwork to other Customer Service Representatives as well as being a recognised source of expertise in technical product knowledge.

Essential Functions/Duties:

•Responsible for answering telephone calls/emails and providing necessary information and feedback on stocking levels order status, order tracking and order entry.
•Provide alternative products/solutions for out of stock or long lead time items to meet customer needs.
•Maintain a high level of attention to detail, ensuring that errors and dropped telephone calls are kept below 1%
•Work towards maintaining a 24 hour turnaround time on customer purchase orders and accurate entry on to IFS. This includes purchase orders/requests received via the telephone, email and other forms of relevant communication.
•Ensure a proactive approach and delivery to calling customers, providing them with information concerning the status of their orders as necessary.
•Maintain up to date and a high level of technical knowledge ensuring that best advice and technical assistance is provided to customers and team members.
•Responsible for administrative management ensuring that existing processes are regularly reviewed and recommendations made on process improvements.
•Deliver effective and supportive support to the Customer Service Team as necessary utilising developed people management and facilitation skills.
•Coach and provide performance feedback and training to team members as necessary.
•Identify roadblocks and inefficiencies in business processes to ensure customer requirements are met efficiently, according to quality expectations and within required timelines.
•Ensure at all times proper team coverage and support is available.
•Assist in developing team metrics and the measurement of team performance.
• Follow established company policies and procedures in relation to authority and approval requirements.
•Follow all Company Health and Safety Policies and Procedures.
•Respond to change productively and handle other duties as may reasonably be requested of you.

Qualifications:

Education & Experience:

•Possess excellent verbal and written communication skills in English, French and German.
•French language skills, verbal and written desirable.
•German language skills, verbal and written desirable.
•Experience in a technical Customer Service environment.
•Previous people management experience advantageous.
•High standard of education; preferably degree qualified. Strong relevant technical/mechanical background and experience of manufacturing environments.
•Strong computer skills and a good working knowledge of MS Office and an ERP system.
•Developed problem solving skills to identify and resolve customer related issues.
•Experience of developing and implementing Customer Service policies and procedures, including returns.

Training:

•Ability to understand and eventually teach technical concepts in an understandable way.
•Strong willingness to assist other team members with customer related issues; Team Training.
•Strong organisational skills.
•Demonstrable ability to multi-task.
•Problem solving and decision making; Performance Management; Customer Relationship Management; Process Mapping. 6. Team training and team building; facilitation skills; behavioral interviewing skills.

Additional Information:

•Monday to Thursday: 8:00 am to 4:30 pm, with a ½ hour unpaid lunch break Friday: 8:00 am to 12:30 pm
•Primarily factory-based (Monday to Thursday at the office, and Friday potentially working from home).

Benefits are as follows:

•Attractive salary package!
•25 days holiday (pro-rata), plus Bank Holidays
•Contributory Pension Scheme (Salary Exchange)
•Life Assurance Scheme
•Cycle to Work Scheme
•Employee Assistance Programme

If you are interested in being considered for this vacancy, send your CV through to Paige today or call the office to discuss in more detail.