Customer Support Specialist

Description The scope of this role includes but is not limited to the below:

The Customer Support Specialist will be primarily responsible for day-to-day contact with customers. This is a full-time role (40 hours per week), initially offered as a fixed-term contract in line with company practice. During onboarding, the role is fully onsite in The Hague. After the initial training period (1-2 months), a hybrid arrangement may be considered depending on business needs. Key responsibilities include but are not limited to answering the phones, replying to emails, taking orders, complaint handling, coordinating logistics and providing high-quality, responsive customer service to existing and prospective Arlon customers. Other responsibilities include checking inventory, answering customer questions regarding product and pricing, and supporting our Regional Sales Managers and Marketing Specialists. The role operates in a fast-paced, international environment with multiple markets, changing priorities, and a strong emphasis on accuracy and responsiveness.

Responsibilities

• Support customers via phone and email (product info, orders, pricing, and general inquiries) for assigned market(s) within the EMEAI region.
• Process and coordinate customer orders accurately, including follow-up on availability, delivery status, pricing, and exceptions — coordinating internally with warehouse, logistics, and sales as needed.
• Maintain accurate customer and order records in SAP and CRM tools (e.g., HubSpot).
• Contribute to documenting, structuring, and improving workflows, SOPs, and shared resources (e.g., shared mailbox organization, knowledge base content).
• Monitor customer transaction patterns and flag relevant trends to the team and Customer Service Manager.
• Identify opportunities to improve customer experience and internal workflows.
• Assist with client requests and handle customer issues including complaints, returns, quality matters, and technical queries — coordinating internally as needed to support account development.
• Support credit checks and payment follow-ups in line with company policy.
• Prepare, maintain, and update quote files and pricing in the system; assist with price list creation.

Requirements Required:

• Fluent in English and German.
• Strong proficiency with Microsoft Office, including intermediate to advanced Excel skills.
• Comfortable working quickly and accurately in data-entry systems.

Preferred / Strong Plus

• French is a strong plus. Additional EU languages are welcome.
• At least 2 years of experience in customer service, order management, or sales support is preferred. Experience in a B2B environment is an advantage.
• Experience with SAP is a strong plus. Candidates without direct ERP experience must demonstrate a proven ability to learn complex systems quickly.
• Experience with CRM/ticketing tools (HubSpot preferred) is a plus. Willingness to adopt new tools and contribute to CRM implementation.

Competencies

• Strong team player who thrives in a small, close-knit, collaborative environment. Willing to engage openly with the team from day one.
• Excellent communication and customer service skills.
• Proven ability to codify, document, and consistently follow established processes and procedures, ensuring operational accuracy and compliance
• Quick learner with strong initiative. Adaptable to process changes, digital tools, and evolving priorities.
• Able to train and support colleagues on processes and tools.
• Delivers client-focused solutions effectively via multiple channels.
• Highly organized, detail-oriented, and efficient at multitasking.
• Self-motivated with strong time management, consistently maintaining high productivity and responsiveness.
• Ability to work in a multicultural environment.