Customer Service Executive

Cashmaster is a leading global player in the design, manufacture, and sale of cash handling technology and solutions. Our industry-leading solutions bring significant interest within our global marketplace, which includes supermarkets, convenience stores, hospitality and retail sectors in Germany and across Europe.

We are looking to recruit an experienced English/German-speaking Customer Service Executive to join our team at our European office in Hückelhoven, North Rhine-Westphalia.

**The Role**:
With an existing global client base, inclusive of many well-known brands, our customers are at the heart of everything we do. We are looking for an experienced Customer Service Executive that will continue to maintain our high level of service and will provide timely and efficient support to both our customers and Cashmaster internal business functions.

**Key Responsibilities & Tasks**:

- Proactively support existing Germany key account relationships, contributing towards growing sales revenues where possible
- Processing of orders for products, accessories and consumables as required, including completing all relevant processes necessary to fulfil and invoice orders.
- Handle ‘inside sales’ enquiries as required, providing timely and accurate product information and following up on opportunities to close sales
- Ensure resolution of all incidents covering hardware, software, and related functionality
- Ensure all inbound and outbound communications with customers are timeously and efficiently managed
- Maintain up to date and accurate records of all incidents including outcomes and matters arising
- Distribute training materials and relevant product information to customers
- Be proficient in the daily use of the company’s system that support product warranty records, repair history and incident numbers/outcomes etc
- Preparation of orders for dispatch, including order picking, installation of software and product QC testing and liaising directly with our carriers to ship and track customer orders.
- Keep customers up to date, including providing acknowledgement of orders and the expected delivery dates.
- Carry out other ad hoc duties as required, including support to other areas of the business

**Secondary Tasks and Cover for Other Employees**:

- Support when requested with warranty repairs and exchange services to end user customers, including testing / screening of returned devices to confirm fault diagnosis and analysis
- Support when requested with preparation of service metrics and management reports for selected customers and other administration as required

**Required Skills & Personal Attributes**:

- German and English speaking
- Customer service and relationship management experience
- Experience in helpdesk/incident tracking systems
- Methodical with an eye for detail
- Strong computer skills and an aptitude for technology/software
- Excellent customer support/telephone manner
- Motivation and enthusiasm to satisfy customers and new prospects
- Strong communication and inter-personal skills (written/spoken)
- Team player, willing to participate across a wide range of tasks
- Lots of initiative, drive and dedication
- Reliable and trustworthy

**Job Type**: Full-time, Monday to Friday (9am to 5pm)

**Place of work**: Office based in Hückelhoven, North Rhine-Westphalia. The ability to reliably commute or plan to relocate before starting work is required.

**Minimum Experience**: Customer service: 1 year

Ability to commute/relocate:

- Hückelhoven: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer Service: 1 year (required)

**Language**:

- English and German (required)

Work Location: In person