Customer Service Representative - EMEA - Fluent German

Parkside Recruitment; Rugby; On-site; GBP 23,000 - 29,000; Full time

Job summary

Parkside Recruitment Ltd is seeking an experienced Customer Care Representative fluent in German to join our EMEA team based in Rugby. The role involves acting as the primary contact for customers in the UK and German-speaking markets, ensuring a seamless order journey from placement to delivery and resolution.

You will manage orders in the ERP system, coordinate with Logistics and 3PL partners, and maintain accurate customer data.

Qualifications

• Minimum two years of experience in a customer service or similar role.
• Excellent written and verbal communication skills in English and German.
• Strong attention to detail with high accuracy in processing orders and maintaining records.
• Experience using ERP systems, such as Oracle or NetSuite.
• Proficiency in Microsoft Excel and Outlook.

Responsibilities

• Act as the primary contact for customer enquiries relating to pricing, orders, marketing, technical support and RMAs.
• Process customer orders accurately within the ERP system and monitor outstanding orders.
• Manage customer complaints and product quality concerns and escalate as needed.
• Coordinate with Logistics and 3PL partners to track shipments and ensure timely deliveries.
• Create, maintain and update customer records in the ERP system.
• Support country-specific ERP initiatives, including UAT participation where applicable.
• Monitor and maintain KPI metrics to support service levels.

Skills

Customer service

German language

Attention to detail

ERP systems

Microsoft Excel

Outlook

Tools

Oracle ERP

NetSuite ERP

Job description

Our international client requires an experienced Customer Care Representative - fluent German language to join their EMEA team based in Rugby.

Why This Role Matters

The Customer Care Representative plays a key role as a primary point of contact for our clients' customers across the UK and German-speaking markets, helping to deliver a consistent, reliable and positive customer experience throughout the entire order journey, from order placement and delivery through to returns and issue resolution.

The role is integral to supporting the customer experience by providing accurate information, managing customer orders and records, and working collaboratively with internal departments to address customer enquiries and resolve issues effectively.

Through proactive management of outstanding orders and close collaboration with Logistics and third-party distribution partners, the Customer Care Representative helps ensure customers receive complete and timely service. By maintaining accurate customer data and delivering responsive, professional communication in both English and German, the role also provides valuable support to Sales and other regional teams, contributing to overall business efficiency and customer satisfaction.

Key Responsibilities:

• Customer Support: Act as a primary point of contact for customer enquiries relating to pricing, orders, marketing, technical support and Return Material Authorisations (RMAs). Provide timely and effective resolutions where possible, escalating or directing enquiries to the relevant departments when required.
• Order Management: Process customer orders accurately within the ERP system, monitor outstanding orders and proactively follow up on delays or discrepancies to ensure timely and efficient order fulfilment.
• Complaints and Quality Management: Manage customer complaints and product quality concerns, ensuring all issues are accurately recorded, communicated and escalated to the appropriate teams for investigation and resolution.
• Logistics and Delivery Coordination: Liaise closely with internal Logistics teams and third-party logistics (3PL) warehouse partners to track shipments, address fulfilment issues and ensure complete and timely customer deliveries.
• Customer Account Administration: Create, maintain and update customer accounts within the ERP system, ensuring all customer records and associated information remain accurate and up to date.
• ERP System Implementation and Support: Provide support for country-specific ERP initiatives, including participation in User Acceptance Testing (UAT), to help ensure successful system implementation and functionality.
• KPI Management: Monitor and maintain departmental Key Performance Indicators (KPIs), contributing to the achievement of service levels and operational targets.
• Additional Responsibilities: Undertake other reasonable duties and responsibilities as required to support the wider team and business objectives.

What We are Looking For:

• A minimum of two years' experience in a customer service or similar customer-facing role.
• Excellent written and verbal communication skills, with the ability to respond to customer enquiries and concerns clearly, confidently and professionally.
• Strong attention to detail, with a high level of accuracy when processing customer orders and maintaining customer records.
• Effective problem-solving skills, with the ability to remain calm under pressure, assess situations and identify appropriate solutions or next steps when customer or order-related issues arise.
• Good working knowledge of Microsoft Excel and Outlook.
• Fluency in English (as a first language), together with fluency in German.
• Ability to communicate confidently and professionally with English- and German-speaking customers, both verbally and in writing.
• Experience using ERP systems, such as Oracle or NetSuite.