Customer Care Associate – German – Leiden Area

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Tracey Freeman

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The Customer Care Associate is responsible for taking good care of the customer’s base. Therefore, the Associate needs to be service-oriented and use his/her analytical thinking skills to provide a high level of service to customers across different vertical markets. In this role, success will be evaluated by building solid relations with external customers and internal teams.


  • Customer & Product Support
  • Troubleshoot logistic, product and procedural issues
  • Act as a customer advocate to ensure timely delivery and engage in customer complaint process
  • Complaint handling
  • Actively participate with Client Services team to improve processes and efficiency utilizing ACE tools
  • Add value to internal and external customers
  • Order Support
  • Purchase Order/Contract review; order qualification; post sales follow up; customer and program engagement; coordination with Sales, Professional Services and Supply Chain departments
  • Phone support – field inbound calls regarding customer inquiries and orders
  • Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication
  • Proactive Outbound Follow Up Communication for new customer after they placed their first order
  • Lead qualification and follow up with Sales
  • Quote Management
  • Account Set Up & Management
  • Customer Relationship Management & ERP database maintenance
  • Coordinate with Sales and customer to enter appropriate account information
  • Return Materials Authorization for post-sale services
  • Complete projects with little supervision and/or direction


  • Bachelor’s degree in Business or related field
  • Fluency in German and English is a must.
  • Professional written and verbal English & German communication skills are required to clearly convey ideas, information, and concepts
  • Experience with an ERP/CRM database and superior attention to detail to accurately input data and navigate a database are required
  • Experience working with international customers
  • Ability and desire to learn client base and industries
  • Ability and desire to succeed in a cross-functional working environment required

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