Bilingual Customer Service Representative (English / German)

Job Description

We are seeking a bilingual candidate, English and German, to join our European Customer Support team. You will work Monday - Friday 8:30 am to 5:00 pm. You will communicate with customers by phone, email, chat, and social media platforms, and will assist in resolving inquiries related to orders, shipping, warranty, replacements, general product questions, etc.

As a Customer Service Agent you will serve as the first point of contact to customers for Solo Brands Europe and must be focused on always providing excellent customer experience. In addition, you must have confidence to make quick and accurate decisions, use independent judgement on unfamiliar customer needs, and determine when inquiries should be escalated.

Essential Duties and Responsibilities:

• Serve as point of contact for Solo Brands Europe
• Provide exceptional customer service in German/English by assisting customers with inquiries regarding shipping and tracking, product questions, warranty claims, refunds, replacements etc.,
• Interact with customers through phone calls, email, website chat software, and various platforms such as Facebook, Amazon, and Ebay.
• Follow Company policies and use independent judgement to determine resolution/escalation. Work closely with warehouse and logistics teams to ensure accurate order processing and stay current on product knowledge.
• Oversee daily returns and replacement of orders.
• Maintain a high level of professionalism, punctuality and accountability. Contribute to a team-oriented environment, assisting others as needed.

Qualifications and Skills

• Bilingual-German & English, required
• Associate's or bachelor's degree, preferred
• 1-3 years of customer service experience, preferred
• Proficient with Microsoft Word and Excel and comfortable navigating computer systems and sites
• Courteous, confident, organized, and outgoing personality with exceptional customer service skills
• Great telephone presence and confidence to assist customers over the phone.
• Ability to build relationships with team members and customers.
• Ability to navigate dashboards such as Paypal, Salesforce, and ShipHero.
• Ability to problem solve and multi-task
• Detail oriented and excellent organizational skills

About Us:

Solo Brands operates six premium outdoor brands: Solo Stove, Chubbies, Oru Kayak, ISLE Paddleboards, TerraFlame and IcyBreeze.

At Solo Brands, we aim to help the customers in our communities live a good life by inspiring moments that create lasting memories. When we are at our best, our products serve as the centerpiece of awesome experiences and unlock nostalgia for past ones. We own and operate premium authentic outdoor brands with ingenious products influenced by customer feedback. We consistently deliver innovative, high-quality products that are loved by our customers and revolutionize the outdoor experience, build community and help everyday people reconnect with what matters most.

Our brands develop innovative products and market them directly to customers primarily through e-commerce channels, as well as wholesale partnerships with key retailers.