Customer and Logistics Support

**CUSTOMER AND LOGISTICS SUPPORT**

JOB OUTLINE:
**Based**: Office-based, 5 days a week in Russelsheim
**Reports to**:Engineering Manager
**Working hours**: Part-time hours, 11 am - 2 pm every day

**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.

**THE POSITION**:
To provide first class customer service to internal and external customers, that provides the very best quality of service that is both consistent and in line with our company vision.

**ROLE ACCOUNTABILITIES**:

- Deliver a 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 the 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

**EXPERIENCE, SKILLS & QUALIFICATIONS REQUIRED**:
**Experience**:

- Previous experience in a Customer Service or Logistic environment is desirable

**Skills**:

- 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.

Qualifications:

- Good level of English written and spoken (B1 or beyond)
- Good level of German written and spoken (B1 or beyond)

**THE PACKAGE**:

- Competitive benefits package