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