Job Description

Roles & Responsibilities

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.

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 backorders 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.

Desired Candidate Profile

Languages 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.

• Intermediate to Upper Inermediate 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