CUSTOMER SERVICE & LOGISTIC SUPPORT

JOB OUTLINE:
Contract Type: One-year fixed-term contract (maternity cover), starting as soon as possible
Location: Rüsselsheim, Germany
Reports to: Engineering Manager
Hours: Part-time, 20 hours per week

ROLE ACCOUNTABILITIES:

• Deliver high level of customer support both written and verbally – all aspects of customer support enquiries to be covered.
• Working with the customer to identify their request for assistance.
• Administration with regard to all customer enquiries
• Guarantee a strong after sales service.
• Ensure the customer is always kept informed of any issues.
• Ensure all documentation is completed correctly including updating the software systems.
• Reply to all enquiries within 48 working hours.
• Supporting an internal multi functioning/multi-tasking Customer support team

• Repair enquiries and processing should be undertaken in an accurate manner.
• Arranging collection of the faulty products and ensuring closure of the customer issue
• Follow up any outstanding returns on a regular basis to ensure that outstanding balances remain low and customer satisfaction is maintained and exceeded wherever possible.

• Keep the Customer updated on the status and progress of their repair.

• Work with Engineering to identify products to be sent to repair agents for repair, together with related spares, and arrange for collection and delivery. Also arrange subsequent collection and return to warehouse.

• Ensure all items are packaged and labelled in the correct manner.
• Unload inbound deliveries.
• Put away stock and Customer repairs within the racking safely and in an organised manner.
• Ensuring that the correct goods are collected and arrange transport as necessary.
• Remove debris and dispose of waste packaging as required.

• Reporting of written off stock with finance and organising recycling collections.

• Arrange delivery and collection of loan products with customers/artists/dealers and book back into relevant location.
• Any ad hoc requests / project work where required included and not limited to.

EXPERIENCE, SKILLS & ATTRIBUTES REQUIRED:

Specific Skills Required

• Great interpersonal written skills.
• Great verbal interpersonal communication skills.
• Understand the necessary software systems needed by the customer service team.
• Proven ability to communicate and deliver solutions to all types of customers.
• Experience working in a customer service environment.
• Experience in working in a thriving and fast pace environment.
• Basic understanding of our products on how they work and are used.
• Proficient in German. 
• Strong understanding of English language. 

Attributes Required

• Passion for a customer service industry and environment.
• Ownership of issues and putting the customer first.
• The drive to create the best possible customer experience.
• Patience and empathy when handling challenging customer enquiries.
• Organised.

THE PACKAGE:

• Competitive benefits package

THE COMPANY:
Roland Europe Group Ltd
Roland is a world leader in the design, manufacture and distribution of electronic musical instruments including; keyboards & synthesisers, guitar products, electronic percussion kits, digital recording equipment, amplifiers and audio processing devices. You'll be part of a dynamic team, where we believe in kindness, support, acceptance, and hard work and try to provide room for personal development for everyone.

At Roland, you will find a friendly, down-to-earth atmosphere. You'll work for a company with global activities, but it doesn't feel corporate. We are always looking for colleagues who have an enthusiastic, positive and driven personality. People who are eager to further develop and challenge themselves. If you also have a passion for Roland, our products or music in general, you might just be our perfect match.