German Customer Support Executive

Recruiter
Harmonics-Recruitment & Search
Employment Type
Permanent
Salary
€28,000 - €29,000 per annum
Harmonics-Recruitment & Search logo

Our client is recruiting for a German Customer Support Executive:

ROLE AND PURPOSE OF POSITION

Responsible for supporting the stakeholder Team providing proactive and positive service to customers.  The individual will be Operating as the lead point of contact for any and all matters specific the stakeholders account/s and responsible to answer all queries and follow the sales order process, in line with companies policies and procedures, in order to maximise the sales and revenue generation through new and existing customers.

RESPONSIBILITIES

Key areas of responsibility include:

Account Management

  • Operating as the lead point of contact for any and all matters specific to the stakeholder account 
  • Forecast and track key account metrics (e.g. monthly/quarterly sales results and annual forecasts)
  • Prepare reports on account status – including, pulling reports from Third Party Platforms
  • Produce and update the Weekly Orders Report
  • Produce, update & analyse Stock Reports
  • Weekly Stock Bookings/Adjustments
  • Ensure appropriate stock levels based on customer requirements
  • Enhance A+ content by working with our internal design team
  • Upload content and videos onto platform
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Collaborating with various internal departments to ensure that they fulfil all customer requests
  • Proficiency in reporting to clients, incorporating feedback, dealing with issues and managing expectations in terms of timeframes and budget
  • A marked commercial focus to your work, with proven track record of surpassing revenue targets
  • Sensitivity and good judgement are also needed for this role, as is experience in escalating issues before they become a risk to the account
  • Actively developing the account and seeking revenue opportunities.
  • Excellent listening, negotiation and presentation abilities
  • Identify and upsell available promotions
  • Maintain all Customer communication in Zendesk (ticketing software)
  • Any other duties as relevant to managing and servicing the account

Customer Care

  • Respond to all customer queries in a timely and professional manner
  • Provide customers with solutions in the most cost-effective way for the Customer
  • Take ownership of all customer enquiries 
  • Maintain contact with customers to build relationships and maintain customer satisfaction
  • Ask questions to better understand customers’ needs
  • Ad hoc translations.
  • Any other duties as relevant to customer care

Company Standards

  • Endorse and abide by Company policies and procedures.
  • Secure company assets, information and ensure confidentiality at all times.
  • Ensure all company stakeholders are treated with dignity and respect

PERFORMANCE MEASURES

The following KPI’s are general targets which will be set at the start of the year and reviewed at monthly meetings with the Account Manager. An annual review will also take place where the performance, duties and responsibilities will be fully appraised and documented.

  • Deliver and exceed weekly & monthly sales and Service targets
  • Return all Calls and emails in a professional and timely manner
  • All customers are within credit terms and aged balance targets”
  • Proactive and positive communication with all team members
  • Improve processes within your regional team 

Skills and Abilities

  • Proven track record of ability to enhance customer sales, service and performance 
  • Strong interpersonal skills
  • Accurate and professional written and verbal communication 
  • Good experience with standard MS Office (Word, Outlook, Excel)

Minimum Requirements

  • 2+ years of account management
  • Excellent written and verbal communication in German & English
  • 3rd party marketplace experience is beneficial
  • An adaptable and flexible individual who can execute plans and have a hands-on approach to work
  • Strong understanding of Microsoft Word, Excel, PowerPoint, Outlook