Customer Service Specialist

Job Title: Customer Service Specialist, Europe [Part-Time]

Reports To: Senior Manager of International Operations

Summary of Position:

Maintaining total customer focus while employing Vapotherm’s Guiding Principles, the Customer Service Specialist is a part-time remote position responsible for coordination of customer transactions in direct EU markets including the setup of new customer accounts, processing incoming orders, working closely with Vapotherm’s 3rd party Logistics Center, monitoring inventory levels and providing customer support all while ensuring first class customer service. This role will work closely with the Senior Customer Service Specialist and requires direct communication with cross functional internal departments across different time zones to provide timely and accurate fulfilment of customer requirements, while operating within company Quality Systems and in compliance with Regulatory guidelines. This position also provides support to the International direct sales field team in the EU. The Part-time Customer Service Specialist requires written and verbal fluency in German and English at a C1 level or higher.

Primary Responsibilities:

• Review customer PO or Agreement for pricing accuracy, net terms, and/or special agreements to ensure compliance with Vapotherm’ s policies.
• Enter orders into Vapotherm’s ERP business system; acknowledge order and schedule for shipment.
• Enter and maintain new accounts and customer data in the business system as needed and attach appropriate documents, i.e., price list.
• Confirm product availability and processes orders through Vapotherm’s third-party logistics (3PL) partner, tracking shipments to ensure on-time delivery.
• Liaise with 3PL partners to manage returns, onboard new customers, address inventory inquiries, provide tracking updates, and coordinate deliveries.
• Serve as main point of contact for shipments or questions for EU direct customers. Provides order tracking, invoices, and pack lists as requested.
• Identify and solve issues to meet customer needs in a timely and professional manner.
• Create quotes for equipment maintenance or for special pricing offerings in coordination with internal team and in line with the pricing approval policy.
• Initiate credits or miscellaneous invoices when circumstances require it.
• Executes commercial operations of Marketing/Sales and Legal programs.
• Perform all work as directed in compliance with Vapotherm’s Quality Systems and Regulatory guidelines.
• Support Senior Customer Service Specialist with assigned tasks or projects.

Position Requirements - Education, Knowledge, Years of Experience, etc.:

• Associates degree or equivalent with 3+ years of demonstrated effective customer service experience in a global commercial business environment, manufacturing preferred
• Excellent verbal and written communication skills in English and German at a C1 level or higher
• Written and verbal fluency in Spanish is preferred
• Proven ability to collaborate effectively across functions and with stakeholders at all levels, including customers and internal departments.
• Detail-oriented, flexible, and proactive team player with a high level of motivation and a strong drive to deliver exceptional customer satisfaction.
• Strong desire to learn and gain a comprehensive understanding of the business structure to support sound judgment in prioritizing work and communicating effectively with customers.
• Experience in an ERP Business System, CRM Software System, and MS Office Applications.