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 one hundred 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 team. The Customer Service team is the front-line interface with B2B customers and its mission is to lead Joseph Joseph towards achieving a reputation for world-class customer service. The Customer Service Executive will be a subject matter expert in Joseph Joseph products, process, systems and customers.

What you will be doing:

• Ensure adherence to customer specific requirements to ensure end to end compliance throughout the order to cash process (in-line with customer manuals) and ensure these are communicated and followed;
• Timely and accurate processing of sales orders (submitted via multiple channels, including EDI, on-line portal, CSV upload and manual entry);• Accurate production and supply of all documents related to the supply and/or export of customer orders;
• Ensure that all transactions (e.g. orders, returns, credit memo’s) are managed in line with agreed business processes and SLA’s;
• Timely response to all enquiry’s, working to achieve first contact resolution;
• Develop and maintain strong professional cross functional relationships with (not limited to):
     - Finance/Credit Control: customer credit limits, credit memos, returns and customer
  payments;
     - Supply Planning: product availability and order allocations;
     - Logistics: VAS, customer order configuration, documentation and delivery fulfilment;
     - Supply: supplier direct orders, documentation and special requirements;
     - Sales: aligned and consistent customer communication, management of customer
  accounts and delivery of a great customer experience to drive opportunity and growth;
     - IT: systems operation and development, security;
  • Support Sales Account Managers with the development and on-boarding of new customers;
  • Attend regular meetings with the Sales Account Managers to review service delivery and drive service improvement;
  • Develop strong working relationships with in country agents acting as first point of contact for service related and order queries;
  • 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.
  

What we need from you:

• Experience in 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 SAP
• Fluent in German and English
• Premium brand experience preferred
• Excellent capabilities in communication and listening, relationship building
• Able to work accurately and efficiently at pace, at times under timebound pressures
• Organisational skills with the ability to prioritise and multitask effectively
• High attention to detail
• A positive ‘can do’ attitude
• Approachable, empathetic, amenable and collaborative
• Have a passion for service excellence

What you will get from us:

• Competitive salary and holiday allowance
• Company performance related bonus
• A pension contribution
• An exclusive staff discount
• Pension contribution
  
• 24/7 healthcare appointment support
• Holiday trading (buy/sell)
• Volunteer days
• Holiday carry over scheme
• Extra holiday days for long service.
• Monthly team recognition
• Flexible working scheme: Hybrid - 3 days in the office and 2 days’ work from home
• Flexible Start & Finish times
• External private employee wellbeing support with Health Assured
• Access to Perkbox
• Season-ticket Loan
• Cycle-to-work Scheme