German Speaking Customer Support Operative

Customer Service Operative (German Speaking) - Chester

My client based in the Chester area are looking for an German Speaking, Customer Service Operative to start immediately on an on-going, temporary basis.

Role & Responsibilities :

- Understand policies around order management and customer inquiries processes, and execute in compliance with Global distribution Practices (GDP).
- Receive orders and enter them in SAP system after performing validations on order following defined business rules
- Inform customers in case of quality issues related to product, recalls, or put on hold situations
- Handle backorders and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs
- Monitor all open orders until completion and address exceptions
- Archive order and delivery documents
- Receive and answer customer contacts through phone, e-mail and fax and record in call tracking tool
- Route inquiries to related departments (within Capability Centre or in markets)
- Handle customer routine complaints and disputes; resolve disputes; route disputes to the proper channels
- Determine root causes and inform customers of outcomes
- Receive and resolve internal ad-hoc inquiries
- Liaise to BFS in-markets teams to understand order requirements for new product launches and special orders (e.g. clinical trials, free goods)
- Support internal and external audits

Essential Experience:

You must be fluent in German for this role
Previous experience in a similar role
Experience in a Financial or Pharmaceutical business would be desirable