Customer & Logistics Support (Part-Time)

Roland Europe Group; Rüsselsheim am Main; Vor Ort; EUR 12.000 - 18.000; Teilzeit

Zusammenfassung

Roland Europe Group in Germany is seeking a part-time Customer Support Associate to handle written and verbal inquiries, identify customer needs, and maintain accurate records.

You will work with cross-functional colleagues to coordinate repairs, parts, and service, ensuring timely updates and a positive customer experience; the role emphasizes empathy, organisation and reliable follow-through.

Qualifikationen

• Strong written and verbal communication with customers
• Ability to identify customer needs and provide clear updates
• Experience in a fast-paced customer service environment
• Understand software systems used by the customer service team

Aufgaben

• Deliver high level customer support both written and verbally
• Identify customer requests and keep them informed during the process
• Maintain accurate records for all customer enquiries and update systems
• Guarantee a strong after sales service
• Reply to enquiries within 48 working hours
• Support an internal multi-functioning customer support team
• Coordinate repairs and processing of enquiries
• Arrange collection of faulty products and ensure issue closure
• Follow up on outstanding returns to keep balances low and satisfaction high
• Keep customers updated on repair status and progress
• Coordinate with engineering to manage repairs, parts, deliveries, and warehouse returns
• Ensure items are packaged and labelled correctly
• Unload inbound deliveries and store goods safely
• Arrange loan products delivery/collection and book back into location
• Handle ad hoc requests or project work as required

Kenntnisse

Interpersonal communication

Written communication

Verbal communication

Customer support knowledge

Jobbeschreibung

JOB OUTLINE

Based: Office

Location: Russelsheim (Germany)

Reports to: Engineering Manager

Working time: Part-time, 20 hours per week

THE COMPANY

Roland is a world leader in the design, manufacture and distribution of electronic musical instruments including; keyboards & synthesisers, guitar products, electronic percussion, digital recording equipment, amplifiers and audio processing devices. You will be joining a high‑performing team that values, respect and collaboration, while maintaining a strong focus on delivering results. At Roland, you will find a friendly, down-to-earth atmosphere. Although the company operates worldwide, the working environment remains grounded, friendly and genuinely supportive. We look for people who bring energy, curiosity, and ambition. Individuals who want to grow and challenge themselves. If you’re passionate about Roland, our products or music in general, you may be a perfect match.

ROLE SPECIFICATIONS

• Delivering high level of customer support both written and verbally – all aspects of customer support enquiries to be covered
• Working with the customer to identify their request for assistance and ensuring they are always informed of any issues during the process
• Maintain accurate records for all customer enquiries, ensuring documentation is completed correctly and systems are updated accordingly
• Guaranteeing a strong after sales service
• Replying to all enquiries within 48 working hours
• Supporting an internal multi-functioning/multi-tasking customer support team
• Undertaking repair enquiries and processing these in an accurate manner
• Arranging collection of the faulty products and ensuring closure of the customer issue
• Following up on any outstanding returns on a regular basis to ensure that outstanding balances remain low and customer satisfaction is maintained and exceeded wherever possible
• Keeping the customer updated on the status and progress of their repair
• Working with engineering colleagues to coordinate products needing repairs, spare parts, product collections, deliveries, and warehouse returns
• Ensuring all items are packaged and labelled in the correct manner
• Unloading inbound deliveries
• Putting away stock and customer repairs within the racking safely and in an organised manner
• Ensuring that the correct goods are collected and arranging transport
• Removing debris and disposing of waste packaging as required
• Reporting of written off stock with the finance department and organising recycling collections
• Arranging delivery and collection of loan products with customers/artists/dealers and booking back into relevant location
• Any ad hoc requests/project work when required

SKILLS

• Great interpersonal written skills
• Great verbal interpersonal communication skills
• Understand the software systems needed by the customer service team
• Proven ability to communicate and deliver solutions to all types of customers

KNOWLEDGE

• Experience working in a customer service environment
• Experience in working in a thriving and fast pace environment
• Basic understanding of our products on how they work and are used

ATTRIBUTES

• Passion for a customer service industry and environment
• Ownership of issues and putting the customer first
• Drive to create the best possible customer experience
• Patience and empathy when handling challenging customer enquiries
• Highly organised mindset

WHY WORK WITH US?

Aside from a competitive benefits package, at Roland you will find a friendly, down-to-earth atmosphere. You\'ll work for a company with global activities, but it doesn\'t feel corporate. You\'ll be part of a dynamic team, where we believe in kindness, support, acceptance, and hard work and try to provide room for personal development for everyone. If you also have a passion for Roland, our products or music in general, that\'s a huge bonus.