Customer Support Specialist (fluent in German & English) - EMEAI

Description <p><strong>Company Profile:</strong></p>Arlon Graphics, LLC is a cast vinyl manufacturing company in the business of creating innovative material for visual expression. Founded in 1958, Arlon Graphics manufactures and markets high-quality pressure-sensitive materials for the fleet, architectural, digital imaging, and signage markets. Through more than 180 distribution partners across the globe, a growing number of strategically positioned sales offices and warehouses, and customer-centric operations, Arlon is recognized as a global leader in graphic films. Join the Arlon Graphics conversation and follow us at <em>@arlongraphics</em> on <a href="https://www.facebook.com/ArlonGraphics">Facebook</a>, <a href="https://www.instagram.com/arlongraphics/">Instagram</a>, <a href="https://twitter.com/ArlonGraphics">Twitter</a>, and <a href="https://www.linkedin.com/company/arlongraphics/">LinkedIn</a>. For more information, visit <a href="http://www.arlon.com/">arlon.com</a>.<br/><p><strong>Position Overview:</strong></p>The Customer Support Specialist will be primarily responsible for day-to-day contact with customers. This is a full-time role (40 hours per week). It includes answering the phones, taking orders, complaint handling, coordinating logistics and providing the best-in-class customer service to existing Arlon customers and potential new customers. Other responsibilities include checking inventory, answering customer questions regarding product and pricing, and supporting outside sales staff. <strong>Note: Fluency in German &amp; English is a fundamental requirement for this role. </strong><ul><li>Handle product information calls by managing inbound and outbound inquiries with customer via phone and e-mail, in a customer friendly and professional manner. </li><li>Takes orders and enters orders into SAP system.</li><li>Spot trends in customers transactions to flag for the rest of the team and the Customer Service Dept Manager.</li><li>Identify process improvements on data entry to enhance the customer experience.</li><li>Assist with client requests, handles customer problems, quality, or technical issues, and returns.</li><li>Contribute to the ongoing learning and success of the team by contributing to the creation of documentation. </li><li>Communicate thoughtful and efficiently in a manner that helps customer move forward and grow the capabilities of the accounts.</li><li>Meet Performance Review Goals set by Customer Service Department Manager to ensure Operational goals and customer satisfaction are met.</li><li>Have no or minimal errors on order data entry in a monthly basis. Target goal will be established by the Customer Service Department Manager.</li><li>Works with US and European warehouses on inventory and logistics.</li><li>Support the credit management process. Collecting payments from customers. This includes checking customer account balance and making basic decisions on whether to release customer shipments, according to Arlon procedures.</li><li>Prepares, maintains, and updates quote files and pricing in system and assists with price list creation</li><li>Handles product information calls and Live Chat relating to assigned market(s).</li></ul> Requirements <ul><li>Successful candidates should be fluent and bilingual in German and English and at least one other EU language preferably Italian or Polish.</li><li>Strong proficiency with Microsoft Office is required, including Intermediate to Advance Microsoft Excel Skills</li><li>Must have strong typing skills.</li><li>A minimum of 2 years of customer service with sales/ retail experience is preferred.</li><li>Experience with SAP is desirable.</li></ul><p><strong>Competencies:</strong></p><ul><li>Capable of working independently as well as part of a team, must be a team player and be competent to manage interpersonal relationships.</li><li>Proven ability to understand customer requirements with prompt follow-up required.</li><li>Excellent communication skills.</li><li>Ability to learn quickly and adapt to change.</li><li>Ability to train others how to do the job.</li><li>Must have initiative, ability to work at a fast pace, and have a passion for customer service.</li><li>Being self-motivated, ambitious, and persistent.</li><li>Excellent time management skills required to create efficiency and multitask.</li><li>Maintain a consistent and high productivity level daily.</li><li>Highly organized with attention to detail and ability to reliably perform      multiple tasks.</li><li>Listen, understand, and respond to customers and fellow employees to deliver world      class customer service.</li><li>Experience  delivering client-focused solutions to customers via phone, e-mail, and Live Chat.</li></ul>