The Customer Support Agent is responsible for managing pre-order, post-order, and general customer inquiries for the German market, ensuring an excellent customer experience through timely communication, problem resolution, and coordination with internal teams. This role acts as a key point of contact for customers and sales teams, supporting the full order lifecycle, from product inquiries and quotations through to delivery, issue resolution, and after-sales support. Ready to join us? Apply now and become part of a team that values creativity, collaboration, and continuous growth.

Primary responsibilities

Customer Support & Communication

• Handle inbound and outbound customer communications via email, phone, and chat in a professional and timely manner.
• Provide excellent customer service by resolving inquiries, complaints, and escalations through to full resolution.
• Proactively communicate updates and manage customer expectations throughout the order process.

Pre-Order Support

• Manage customer requests related to pricing, quotations, product information, virtuals, samples, and product alternatives.
• Support customers and sales teams with product selection, vision boards, and other sales tools.
• Handle inquiries related to compliance, packaging, rush requests, and special order requirements.

Post-Order Support

• Provide order updates, tracking information, and support for out-of-stock alternatives or order changes.
• Manage missed ship dates, delivery issues, returns, pickups, and reverse logistics activities.
• Create redo orders, production requests, and factory back orders where required.

Issue Resolution & Escalation Management

• Create and manage tickets, service requests, and action requests in internal systems to track and resolve issues efficiently.
• Process credit memos and coordinate corrective actions where necessary.
• Escalate issues appropriately and collaborate with internal stakeholders to ensure timely resolution.

Cross-Functional Collaboration

• Work closely with Sales, Production, Logistics, and other internal teams to ensure smooth order processing and customer satisfaction.
• Support internal teams with API inquiries, website registration, and system-related processes when needed.

Administration & Performance

• Maintain accurate records of customer interactions, issues, and resolutions in internal systems.
• Monitor and manage assigned tasks and workflows, ensuring SLAs and KPIs are consistently met.
• Contribute to team goals related to service levels, customer satisfaction (CSAT), and Net Promoter Score (NPS).

Additional Duties

• Comply with all company policies, procedures, and safety regulations.
• Maintain a clean and organised work environment.
• Support additional tasks and projects as required by management.
• Must be available to handle inbound and outbound communications (internal and external).
• Support internal teams with API inquiries, website registration, and system-related processes when needed.

Administration & Performance

• Maintain accurate records of customer interactions, issues, and resolutions in internal systems.
• Monitor and manage assigned tasks and workflows, ensuring SLAs and KPIs are consistently met.
• Contribute to team goals related to service levels, customer satisfaction (CSAT), and Net Promoter Score (NPS).

Additional Duties

• Comply with all company policies, procedures, and safety regulations.
• Maintain a clean and organised work environment.
• Support additional tasks and projects as required by management.
• Must be available to handle inbound and outbound communications (internal and external).

Growth & Career Opportunities

At Pens.com, we strongly believe in internal development and mobility. Many of our team members grow within the organization through internal opportunities and promotions.

Desired Candidate Profile

• Native-level or near-native German language skills are required, particularly in spoken communication , as this role involves frequent phone interaction with customers and requires the ability to clearly understand, interpret, and resolve customer inquiries efficiently.
• Good written and verbal communication skills in English are also essential
• 6 months seniority in National Pen is required
• Strong customer service mindset with excellent communication and interpersonal skills.
• Strong problem-solving skills and ability to make decisions quickly under pressure.
• Excellent attention to detail and a high level of accuracy.
• Strong organisational and time management skills with the ability to prioritize effectively.
• Ability to work with urgency in a fast-paced and dynamic environment.
• Team player with the ability to collaborate cross-functionally.
• Strong computer literacy, including Microsoft Office, and online systems/databases. Salesforce experience would be an advantage
• Strong computer literacy, including Microsoft Office, and online systems/databases. Salesforce experience would be an advantage