Role: Service Operations Assistant
Function: Operations
Salary: Up to €40,000 DoE
Reports to: Service Team Leader
Location: Germany
Date: April 2025
Objectives
To provide an excellent level of customer service and support for customers of the Service and Repair Centre. You will take ownership of all tasks undertaken whilst maintaining excellent working partnerships with both external customers and internal colleagues. Provide logistics administration for both inbound and outbound shipments and process RMA requests as required. Contribute to process improvements within the Service Centre.
Key Accountabilities
- Provide Customs clearance for all inbound & outbound shipments as and when required.
- Daily monitoring of shipment issues with couriers & complete claims forms as required.
- Assist the German service centre where required including but not limited to: Booking in all units received for RMA and update the systems through their various stages, process international documentation, maintain the company’s loaner unit programme – including collection & delivery, provide information to customers/customer services on repairs & calibrations in an efficient and professional manner and calibrate units.
- Transact quotes, purchase orders and invoices directly with customer using the company’s Microsoft Navision system.
- To ensure customers are provided with accurate and timely information and are always dealt with in an efficient and professional manner.
- Respond to emails and take telephone calls to ensure customer satisfaction.
- Maintain a frictionless relationship with Careplan customers via seamless management of the Careplan system.
- Ensure any significant customer issues are brought to the attention of the European Service Manager.
- Gain efficiencies by suggesting/implementing process improvements.
- Ensure that all activities are undertaken and controlled in accordance with the Quality Management Systems.
- Work to and achieve Key Performance Indicators (KPI’s) to measure performance and demonstrate continual improvement.
- To undertake administrative tasks in support of the Customer Service and Supply Chain teams.
- Undertake all company training courses as required.
- Attend and actively participate in monthly One-to-One meetings and team meetings.
- To perform other tasks if required to help the wider team during holidays/sickness.
About you:
We require:
• Fluent in English and German; both in writing and orally
• Solution driven
• Minimum of 2 years’ experience in a product-based customer service team/environment
• Demonstrated ability working within a Quality Management environment.
• Working with a high degree of accuracy
• Good attention to detail
• Ability to adapt to new processes and champion change
• Ability to work as part of a team
• Ability to handle difficult situations and work calmly under pressure.
About us:
Headquartered in the UK, with international offices and an experienced global team, we manufacture and supply a range of industry leading and dependable test equipment that makes our customers’ jobs simpler. With decades of experience, the close-knit team at TREND Networks (Formerly IDEAL Networks) understands the challenges that data cable installers, network technicians and systems integrators face each day, around the world. That’s why we support our customers with an extensive range of innovative data cable and network testing equipment that provides fast, accurate results in all circumstances – even the most difficult ones. Our deeply engrained ‘Depend On Us’ philosophy ensures that our customers know we will always provide the performance and support they need.
Location:
This role is based in Ismaning at our fantastic European hub.
Application process:
Please submit a full CV. Candidates must have the right to work in Germany; please note we do not offer visa sponsorship.
