The Customer Service Administrator (with German) acts as the first point of contact for customers seeking assistance, providing them with the necessary support and information to ensure all customer needs and expectations are met. 

They respond to inbound customer calls and emails regarding orders, returns and any related issues: problems, order amendments, shipping, and resolution times etc. You will play a critical role in fostering strong customer relationships both internal and external, enhancing brand loyalty, and delivering a positive customer experience to contribute to the overall success of the organisation. 

JOB DUTIES: 

• Customer Interaction: Take individual responsibility for a dedicated number of customer accounts. Engage with customers through various channels such as phone calls, emails, and other platforms to support their needs.  Manage the relationship on a day-to-day basis in an appropriate and professional manner.
• Issue Resolution: Troubleshoot and resolve customer complaints promptly and efficiently. This includes identifying the problem, offering viable solutions, and escalating complex issues to appropriate departments or individuals when necessary. Participate in regular meetings with suppliers on item flows (Past Due review, escalations, exceptional demand, order outlook, etc.) and determine actions to correctively solve any issues. Partner with appropriate team members to execute the recommendations.
• Order/Returns Processing: Assist customers in placing, modifying, or cancelling orders. Where a return is required, ensure the transactions are managed and processed in line with company policy. For your allocated accounts, manage the open order book and interface with supply locations and distribution centres, retaining supply and delivery updates to provide feedback to customer.
• Feedback Collection: Gather customer feedback to understand their needs, preferences, and areas for improvement. This information is valuable for enhancing service quality and informing product development. Analyse customer data and feedback to identify trends and areas for improvement and provide recommendations to management for any corrective or preventative actions. 
• Documentation: Accurately document customer interactions and maintain detailed records of issues, solutions, and communications. This serves as a valuable resource for reference and ensures continuity in customer support.
• Team Collaboration: Work closely with other departments such as sales, C2C, supply chain planning team etc. to ensure a unified approach to customer satisfaction. This collaborative approach helps in resolving complex issues and implementing customer feedback. 
• Product & Service Awareness: Maintain a level of understanding of the company’s products and services to provide accurate information and assistance to customers. This often involves ongoing learning and training to stay updated with new offerings. Stay up to date with industry trends and best practices in customer service and use this knowledge to continuously improve our customer service processes and procedures.
• Achievement of Key Performance Indicators: Deliver key objectives and enhanced customer experience; Customer satisfaction ratings, Employee Voice Survey results & Quality Results 

YOU MUST HAVE: 

• Fluency in German
• Solid working knowledge of Microsoft Office applications, including intermediate Excel skills
• Strong communication abilities and a confident, positive telephone manner, with ease in engaging customers over the phone
• Ability to multitask effectively in a fast‑paced environment
• A proactive, enthusiastic, and self‑motivated approach

WE VALUE:

• Previous experience in customer service
• Familiarity with managing export orders (advantageous but not essential)
• Strong organisational and interpersonal skills, with great attention to detail
• Experience working with SAP is preferred, though not required

WHAT'S IN IT FOR YOU: 

• Hybrid working pattern, with Mondays and Fridays based in your home office
• A modern, comfortable, and well-equipped working environment
• A positive, supportive team culture where your German language skills help you build strong relationships with both colleagues and customers

#LI-AM3

#LI-HYBRID

Resideo Technologies has announced its intention to spin off ADI Global Distribution and establish it as a separate, publicly traded company. Under this plan, ADI will continue its role as a leading global wholesale distributor serving commercial and residential markets, while Resideo will retain its manufacturing and product-solutions business. Upon separation, both companies will operate independently to better serve their respective markets and customers. The spin-off is currently targeted for completion in the second half of 2026, subject to customary conditions.

Resideo is a $6.76 billion global manufacturer, developer, and distributor of technology-driven sensing and control solutions that help homeowners and businesses stay connected and in control of their comfort, security, energy use, and smart living. We focus on the professional channel, serving over 100,000 contractors, installers, dealers, and integrators across the HVAC, security, fire, electrical, and home comfort markets. Our products are found in more than 150 million residential and commercial spaces worldwide, with tens of millions of new devices sold annually. Trusted brands like Honeywell Home, First Alert, and Resideo power connected living for over 12.8 million customers through our Products & Solutions segment. Our ADI | Snap One segment spans 200+ stocking locations in 17 countries, offering a catalog of over 500,000 products from more than 1,000 manufacturers. With a global team of more than 14,000 employees, we offer the opportunity to make a real impact in a fast-growing, purpose-driven industry. Learn more at www.resideo.com.

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision. Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice. If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.