Customer Support Specialist (fluent in German & English) - EMEAI
The Hague, NLD
Description

Company Profile:

Arlon Graphics, LLC is a cast vinyl manufacturing company in the business of creating innovative material for visual expression. Founded in 1958, Arlon Graphics manufactures and markets high-quality pressure-sensitive materials for the fleet, architectural, digital imaging, and signage markets. Through more than 180 distribution partners across the globe, a growing number of strategically positioned sales offices and warehouses, and customer-centric operations, Arlon is recognized as a global leader in graphic films. Join the Arlon Graphics conversation and follow us at @arlongraphics on Facebook, Instagram, Twitter, and LinkedIn. For more information, visit arlon.com.

Position Overview:

The Customer Support Specialist will be primarily responsible for day-to-day contact with customers. This is a full-time role (40 hours per week). It includes answering the phones, taking orders, complaint handling, coordinating logistics and providing the best-in-class customer service to existing Arlon customers and potential new customers. Other responsibilities include checking inventory, answering customer questions regarding product and pricing, and supporting outside sales staff. Note: Fluency in German & English is a fundamental requirement for this role. 
  • 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).
Requirements
  • 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.