Purpose & Overall Relevance for the Organisation:
Provide world-class customer service to our customers and consumers in collaboration with the sales organization and key departments to meet the company's strategic business plan.
Ensure reliable, appropriate and competitive customer service in handling returns and complaints within customer service for all sales channels. Point of contact internally and externally for product quality issues.
Key Responsibilities:
* Processing returns and complaints in line with policy and recording all queries in the CRM system (Salesforce)
* Returns: Review and decide on return requests and discrepancies, followed by rejection or management of the process until credit note is issued
* Complaints: Validate, record, reject or approve complaints for credit notes for immediate decisions, and returns, quality defects
* Support with discount and price differences
* Finding solutions to problems in collaboration with the interfaces (warehouse, product management, returns department) to avoid complaints
* Recording all processes in the CRM (Assist) system and logging this information in the statistics for status monitoring and KPI analysis
* Creating the necessary documents for recording credit notes in compliance with the applicable signature regulations
* Support Ecom Service via Salesforce for the Quality Assurance department and support the Board Complaints team with product issues and hardship cases
* Contact person for Own Retail Europe in the processing of hardship cases
* Contact person for product problems and ensuring that all necessary information is forwarded to Quality Assurance and Product Managers
* Processing retailer and consumer submissions and developing individual solutions for hardship cases
* Retailer and consumer support by telephone (hotline), letters and emails
* Checking the immediate decision and deriving measures if necessary
* Initiating retailer returns and active exchange with all responsible interfaces
* Arranging dealer returns and active exchange with all responsible interfaces
* Communication with customers via coordinated channels
Clarification of the facts and coordination of the necessary measures by promptly passing on the required information
* Acting as a key user and/or tester in system and process-based IT projects as well as updating and adapting test scenarios.
* Support in projects and workshops to achieve departmental goals.
Key Relationships:
* Wholesale accounts
* Consumer
* Account Operations Team
* Ecom and Own Retail Europe
* External Account Operations: Webhelp
* Product Quality and Marketing Team
* Returns Department
* Sales Team
* IT TEAM
* Credit Management Team
* Insurance department
Knowledge, Skills and Abilities:
* Advanced knowledge of MS Office, SAP, Salesforce and Micro Strategy
* Fluency in German (written and spoken)
* Advanced knowledge of English (written and spoken)
* High degree of customer orientation and communication skills
* Process-oriented thinking and in-depth understanding of complex interrelationships
* Confident, positive and committed team member who contributes to a high performing culture within the team and department
* Experience of working under pressure to meet deadlines and conflicting priorities
Requisite Education and Experience / Minimum Qualifications:
* Successfully completed vocational training in the field of industry and logistics, with further training or a Bachelor's degree
* At least 1 year of experience in a role with direct contact to external or internal customers