Customer Service Specialist

Advocate Group; Harwell; On-site; GBP 25,000 - 36,000; Full time

Job summary

Ariat is seeking a German-speaking Customer Service Specialist to support its growing European business and deliver outstanding service to B2B retail partners. You will manage orders across multiple systems, resolve queries, and build strong relationships with retailers and internal teams.

Based in the UK, you will work in a fast-paced environment, handle post-order inquiries, and contribute to KPIs around accuracy and customer satisfaction, while leveraging SAP/Salesforce and MS Office tools.

Qualifications

• Experience in customer service in a B2B/retail/wholesale environment.
• Fluent in German and English, with strong written and verbal communication in both languages.
• Able to thrive in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.

Responsibilities

• Manage customer orders across multiple systems, ensuring accurate and timely processing from order placement through to delivery.
• Build strong relationships with B2B retailers, Key Accounts and internal stakeholders, providing a high level of customer service.
• Work closely with Area Managers, Finance, Product and Warehousing and Logistics teams to resolve customer queries and support efficient order fulfilment.
• Manage the order book for a defined region of accounts, maximising timely shipments and proactively communicating stock availability and live items.
• Respond to pre-order enquiries relating to product specifications, availability and the ordering process.
• Manage post-order queries covering payments, shipping, stock allocation, invoicing and deliveries.
• Handle customer queries via phone, email and ticketing systems, ensuring responses are timely, accurate and professional.
• Monitor daily orders to ensure they are processed correctly across ordering and back-office systems, identifying and resolving any issues.

Skills

German language

English language

Customer service focus

Communication skills

Organisational skills

Tools

Salesforce Service Cloud

SAP

Microsoft Office

Job description

The Advocate Group is proud to be partnering with Ariat in their search for a German-Speaking Customer Service Specialist to support their growing European business and deliver an exceptional customer experience to their B2B retail partners.

Founded on innovation, performance and quality, Ariat has built a strong international reputation across equestrian, outdoor and lifestyle markets. This is an exciting opportunity to join a growing international brand, working closely with teams to support customers, build strong relationships and ensure the smooth delivery of orders.

The Role:

• Manage customer orders across multiple systems, ensuring accurate and timely processing from order placement through to delivery.
• Build strong relationships with B2B retailers, Key Accounts and internal stakeholders, providing a high level of customer service.
• Work closely with Area Managers, Finance, Product and Warehousing and Logistics teams to resolve customer queries and support efficient order fulfilment.
• Manage the order book for a defined region of accounts, maximising timely shipments and proactively communicating stock availability and live items.
• Respond to pre-order enquiries relating to product specifications, availability and the ordering process.
• Manage post-order queries covering payments, shipping, stock allocation, invoicing and deliveries.
• Handle customer queries via phone, email and ticketing systems, ensuring responses are timely, accurate and professional.
• Monitor daily orders to ensure they are processed correctly across ordering and back-office systems, identifying and resolving any issues.
• Work within agreed KPIs, maintaining high standards of productivity, accuracy and customer satisfaction.
• Support the wider Customer Service team with additional projects and activities as required.

About You:

• Previous experience in a customer service or customer support role, ideally within a B2B, retail or wholesale environment.
• Fluent in German and English, with strong written and verbal communication skills in both languages.
• Passionate about delivering exceptional customer service and building lasting customer relationships.
• Comfortable working in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
• Highly organised, proactive, and able to manage multiple priorities effectively.
• A positive, team-oriented approach, with the confidence to collaborate across departments.
• Strong IT skills, including proficiency in Microsoft Office and the ability to work across multiple systems.
• Experience using Salesforce Service Cloud would be advantageous.
• Previous SAP experience would also be beneficial.
• Able to use initiative, make sound decisions and take ownership of customer queries through to resolution.

At Ariat, success is built on five core values that shape the way people work, collaborate and grow together:

• Innovation: Embracing new ideas, challenging the status quo and finding better ways of working.
• Integrity: Acting with honesty, accountability and consistency to build trust.
• Quality: Taking pride in your work and striving for the highest standards.
• Respect: Communicating openly, valuing different perspectives and treating others thoughtfully.
• Teamwork: Supporting one another, sharing knowledge and contributing to a positive, collaborative team culture.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.