Customer Support Agent | German B2

Undutchables; Eindhoven; On-site; EUR 38,000 - 54,000; Full time

Job summary

Undutchables is seeking a Customer Support – Service Desk professional to support European customers across EMEA, coordinating with Service Technicians and Logistics teams in NL, DE and the UK. You will process service requests, arrange shipments, manage the RMA backlog, and communicate with customers by email and phone.

In this role you monitor KPIs via Visual Management, identify deviations, and apply problem-solving methods to close performance gaps, ensuring smooth service operations across

Qualifications

• Handle internal and external customer inquiries via phone and email.
• Process service requests and create service orders in the relevant systems.
• Coordinate with technicians, logistics teams and carriers to resolve issues.

Responsibilities

• Create service orders for repair or calibration.
• Prepare pickup labels, packing lists and dangerous goods information.
• Monitor KPIs through Visual Management and address deviations promptly.

Job description

As a member of the Customer Support – Service Desk Team, you will support customers across EMEA who contact our client regarding the calibration or repair of their equipment. You will act as a key connection between customers and the Service Technicians and Logistics teams based in service labs in the Netherlands, Germany, and the UK.
Working closely with the wider team, you will process service requests in Oracle, organize shipment collections, manage the RMA backlog, handle customer communication via email and phone, and coordinate with internal teams and carriers to resolve logistical issues.You will also be responsible for monitoring KPIs through Visual Management, identifying deviations from targets, and applying problem-solving methods to help close performance gaps.

• Work with partners, suppliers, and customers mainly across Europe, Great Britain, and the Middle East, Africa, and Turkey (MEAT).
• Handle internal and external customer inquiries via phone and email.
• Create service orders in the relevant systems for equipment requiring repair or calibration.
• Prepare and provide pickup labels, master packing lists, and dangerous goods information.
• Manage loaner equipment pools in the UK and the Netherlands, where applicable.
• Monitor KPIs through Visual Management, identify deviations in a timely manner, and take appropriate problem-solving actions.
• Coordinate with internal teams and carriers to resolve logistical issues and ensure smooth service operations.
• Follow established communication procedures, guidelines, and policies.
• Work collaboratively with other Service Desk sub-teams to maintain consistent service standards and communication across different regions.