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:
1. Processing returns and complaints in line with policy and recording all queries in the CRM system (Salesforce)
2. Returns: Review and decide on return requests and discrepancies, followed by rejection or management of the process until credit note is issued
3. Complaints: Validate, record, reject or approve complaints for credit notes for immediate decisions, and returns, quality defects
4. Support with discount and price differences
5. Finding solutions to problems in collaboration with the interfaces (warehouse, product management, returns department) to avoid complaints
6. Recording all processes in the CRM (Assist) system and logging this information in the statistics for status monitoring and KPI analysis
7. Creating the necessary documents for recording credit notes in compliance with the applicable signature regulations
8. Support Ecom Service via Salesforce for the Quality Assurance department and support the Board Complaints team with product issues and hardship cases
9. Contact person for Own Retail Europe in the processing of hardship cases
10. Contact person for product problems and ensuring that all necessary information is forwarded to Quality Assurance and Product Managers
11. Processing retailer and consumer submissions and developing individual solutions for hardship cases
12. Retailer and consumer support by telephone (hotline), letters and emails
13. Checking the immediate decision and deriving measures if necessary
14. Initiating retailer returns and active exchange with all responsible interfaces
15. Arranging dealer returns and active exchange with all responsible interfaces
16. Communication with customers via coordinated channels
Clarification of the facts and coordination of the necessary measures by promptly passing on the required information
17. Acting as a key user and/or tester in system and process-based IT projects as well as updating and adapting test scenarios.
18. Support in projects and workshops to achieve departmental goals.
Key Relationships:
19. Wholesale accounts
20. Consumer
21. Account Operations Team
22. Ecom and Own Retail Europe
23. External Account Operations: Webhelp
24. Product Quality and Marketing Team
25. Returns Department
26. Sales Team
27. IT TEAM
28. Credit Management Team
29. Insurance department
Knowledge, Skills and Abilities:
. Advanced knowledge of MS Office, SAP, Salesforce and Micro Strategy
30. Fluency in German (written and spoken)
31. Advanced knowledge of English (written and spoken)
32. High degree of customer orientation and communication skills
33. Process-oriented thinking and in-depth understanding of complex interrelationships
34. Confident, positive and committed team member who contributes to a high performing culture within the team and department
35. Experience of working under pressure to meet deadlines and conflicting priorities
Requisite Education and Experience / Minimum Qualifications:
36. Successfully completed vocational training in the field of industry and logistics, with further training or a Bachelor's degree
37. At least 1 year of experience in a role with direct contact to external or internal customers