Customer Service Executive - Germany (m/w/d) (9-month FTC)
At Joseph Joseph we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over 100 countries, available in most major department stores and independent houseware stores worldwide as well as our rapidly growing ecommerce channel.
We are looking for an energetic Customer Service Executive to join the German customer service team. The B2B Customer Service team is the front-line interface with customers and its mission is to lead Joseph Joseph towards achieving a reputation for world-class customer service. You will be a subject matter expert in Joseph Joseph products, process, systems and customers.
What you will be doing:
Timely and accurate processing of sales orders (submitted via multiple channels)
Ensure adherence to customer specific requirements to ensure end to end compliance throughout the order to cash process and ensure these are communicated and followed
Accurate production and supply of all documents related to the supply and/or export of customer orders
Timely response to all enquiry’s, working to achieve first contact resolution.
Build strong working relationships with our internal and external stakeholders; Sales Team, Finance, Operations, eComm & Customer Care teams plus Customers (retailers) and 3PL Warehouse
Drive development of improved customer order process, service delivery and behaviours.
Measure and report service metrics through accurate and consistent use of systems and analytics as required
Ensure service level standards and KPI’s are maintained to a high standard
Support the Customer Service Manager and Head of Customer Service in delivery of a world class customer experience.
What we need from you:
Bilingual in both English & German
Knowledge of a Nordic language or regional experience is desirable
Proven experience in a customer service role (B2B preferred) working with retail customers
Proficiency with Microsoft Office applications and in particular Microsoft Excel (V-Lookups and Pivot Tables an advantage)
Experience working with ERP applications such as Netsuite or SAP
Excellent capabilities in communication and listening, relationship building
Organisational skills with the ability to prioritise and multitask effectively
High attention to detail and a positive ‘can do’ attitude