Senior Customer Service Representative

Our client is a rapidly expanding international organisation operating within a highly specialised and innovative industry. With a strong global presence and a commitment to continuous improvement, they deliver market-leading solutions to customers across Europe. The business offers a collaborative and supportive culture, investing heavily in employee development while providing long-term career opportunities within a dynamic international environment.

The Role

We are seeking a talented Senior Customer Service Representative to support German-speaking customers across the DACH region. This is an excellent opportunity for a customer-focused professional who enjoys problem-solving, coordinating multiple stakeholders, and ensuring exceptional service delivery.

Salary & Benefits

• Competitive salary package with performance-related rewards.
• Comprehensive benefits package.
• Hybrid working model combining office and home-based working.
• Ongoing professional development and career progression opportunities.
• International career prospects within a growing global organisation.
• Modern office environment with excellent transport links and local amenities.
• Collaborative and supportive team culture with recognition for achievement and engagement.

Key Responsibilities

• Manage customer orders from receipt through to delivery, ensuring accuracy and timely fulfilment.
• Act as the primary point of contact for customer enquiries, order updates, and issue resolution.
• Support sales teams and customers with order-related communications and fulfilment updates.
• Maintain accurate customer and order data within ERP and CRM systems.
• Collaborate with departments including Sales Operations, Pricing, Master Data, Finance, and Accounts Receivable.
• Investigate and resolve billing, credit, and customer account issues.
• Provide guidance and operational support to local customer service colleagues.
• Monitor team KPIs and service levels, identifying opportunities for improvement and training.
• Assist with onboarding, business continuity planning, holiday coordination, and operational administration.
• Drive process improvement initiatives to enhance customer experience and operational efficiency.

Requirements

• Fluent German (native-level standard or C2 level) and professional English communication skills.
• Minimum 4 years‘ experience in customer service, customer support, order management, or a related function.
• Demonstrated experience leading or supporting process improvement initiatives.
• Experience using ERP and CRM platforms, ideally Oracle and Salesforce.
• Strong knowledge of Microsoft 365, Teams, SharePoint, and MS Office applications.
• Excellent organisational, problem-solving, and multitasking abilities.
• Ability to analyse data, identify trends, and propose effective solutions.
• Strong communication and stakeholder management skills.
• Adaptable and comfortable working within a fast-paced international environment.
• Eligibility to work within the EU and willingness to travel internationally when required.

To apply, please send your CV in English and in Word format to Thomas. 
languagematters is acting as an employment agency in relation to this vacancy.

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