Customer Support Specialist (fluent in German & English) - EMEAI

Company Profile:

Position Overview:

• Handle product information calls by managing inbound and outbound inquiries with customer via phone and e-mail, in a customer friendly and professional manner. 
• Takes orders and enters orders into SAP system.
• Spot trends in customers transactions to flag for the rest of the team and the Customer Service Dept Manager.
• Identify process improvements on data entry to enhance the customer experience.
• Assist with client requests, handles customer problems, quality, or technical issues, and returns.
• Contribute to the ongoing learning and success of the team by contributing to the creation of documentation. 
• Communicate thoughtful and efficiently in a manner that helps customer move forward and grow the capabilities of the accounts.
• Meet Performance Review Goals set by Customer Service Department Manager to ensure Operational goals and customer satisfaction are met.
• Have no or minimal errors on order data entry in a monthly basis. Target goal will be established by the Customer Service Department Manager.
• Works with US and European warehouses on inventory and logistics.
• Support the credit management process. Collecting payments from customers. This includes checking customer account balance and making basic decisions on whether to release customer shipments, according to Arlon procedures.
• Prepares, maintains, and updates quote files and pricing in system and assists with price list creation
• Handles product information calls and Live Chat relating to assigned market(s).

• Successful candidates should be fluent and bilingual in German and English and at least one other EU language preferably Italian or Polish.
• Strong proficiency with Microsoft Office is required, including Intermediate to Advance Microsoft Excel Skills
• Must have strong typing skills.
• A minimum of 2 years of customer service with sales/ retail experience is preferred.
• Experience with SAP is desirable.

Competencies:

• Capable of working independently as well as part of a team, must be a team player and be competent to manage interpersonal relationships.
• Proven ability to understand customer requirements with prompt follow-up required.
• Excellent communication skills.
• Ability to learn quickly and adapt to change.
• Ability to train others how to do the job.
• Must have initiative, ability to work at a fast pace, and have a passion for customer service.
• Being self-motivated, ambitious, and persistent.
• Excellent time management skills required to create efficiency and multitask.
• Maintain a consistent and high productivity level daily.
• Highly organized with attention to detail and ability to reliably perform      multiple tasks.
• Listen, understand, and respond to customers and fellow employees to deliver world      class customer service.
• Experience  delivering client-focused solutions to customers via phone, e-mail, and Live Chat.