Customer & Logistics Support (Part-Time)

JOB OUTLINE:
Based: Office
Location: Russelsheim (Germany)
Reports to: Engineering Manager
Working time: Part-time, 20 hours per week

THE COMPANY:
Roland is a world leader in the design, manufacture and distribution of electronic musical instruments including; keyboards & synthesisers, guitar products, electronic percussion, digital recording equipment, amplifiers and audio processing devices. You will be joining a high‑performing team that values, respect and collaboration, while maintaining a strong focus on delivering results.

At Roland, you will find a friendly, down-to-earth atmosphere. Although the company operates worldwide, the working environment remains grounded, friendly and genuinely supportive. We look for people who bring energy, curiosity, and ambition. Individuals who want to grow and challenge themselves. If you’re passionate about Roland, our products or music in general, you may be a perfect match.

ROLE SPECIFICATIONS:

· Delivering 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 and ensuring they are always informed of any issues during the process

· Maintain accurate records for all customer enquiries, ensuring documentation is completed correctly and systems are updated accordingly

· Guaranteeing a strong after sales service

· Replying to all enquiries within 48 working hours

· Supporting an internal multi-functioning/multi-tasking customer support team

· Undertaking repair enquiries and processing these in an accurate manner

· Arranging collection of the faulty products and ensuring closure of the customer issue

· Following up on any outstanding returns on a regular basis to ensure that outstanding balances remain low and customer satisfaction is maintained and exceeded wherever possible

· Keeping the customer updated on the status and progress of their repair

· Working with engineering colleagues to coordinate products needing repairs, spare parts, product collections, deliveries, and warehouse returns

· Ensuring all items are packaged and labelled in the correct manner

· Unloading inbound deliveries

· Putting away stock and customer repairs within the racking safely and in an organised manner

· Ensuring that the correct goods are collected and arranging transport

· Removing debris and disposing of waste packaging as required

· Reporting of written off stock with the finance department and organising recycling collections

· Arranging delivery and collection of loan products with customers/artists/dealers and booking back into relevant location

· Any ad hoc requests/project work when required

SKILLS:

· Great interpersonal written skills

· Great verbal interpersonal communication skills

· Understand the software systems needed by the customer service team

· Proven ability to communicate and deliver solutions to all types of customers

KNOWLEDGE:

· 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

ATTRIBUTES:

· Passion for a customer service industry and environment

· Ownership of issues and putting the customer first

· Drive to create the best possible customer experience

· Patience and empathy when handling challenging customer enquiries

· Highly organised mindset

WHY WORK WITH US?
Aside from a competitive benefits package, 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. 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. If you also have a passion for Roland, our products or music in general, that's a huge bonus.