• Customer Service Advisor - Dutch and German Speaking (6 month FTC)

    Job Locations UK-London
    Brand/Group
    International EMEA
    Job Function
    Customer Service
    Min. Exp.(Yrs)
    0
    Type
    Full Time
  • General Function

    Logo

    Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Hush Puppies, Keds, Merrell, Saucony, Sperry, and Wolverine. Wolverine Worldwide’s continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers – every step of the way.

    To deal with all consumer and internet based queries from members of the public and to make sure all queries and are dealt with in a professional and timely manner.

     

    To ensure the consumer’s needs are always put first in line with global policy and help Wolverine Worldwide to provide a first class customer service to the consumer.

     

    To ensure that Customer Service practices are understood by and adhered to and to be the voice of the brand both internally and externally

    Primary Duties

    1. Consumer

    • Ensure that all new emails are dealt with within 5 days from receipt.
    • Taking all incoming calls from consumers and assist the consumer in the most efficient and helpful manner.
    • Resolve customer enquiries and ensure that they are answered courteously and in a timely manner with a positive outcome.
    • Update orders as necessary when customers contact regarding address or order changes.
    • Advise customers of any revisions to requested delivery dates/quantities as soon as the information is available. Issuing discount codes for delays or stock issues for web use and maintaining information.
    • Accept new orders from customers by telephone, processing orders and processing payment.
    • Dealing with faulty returns and assessing manufacturing faults. Processing replacements for consumer or issuing discount codes in line with company practice.
    • Raising returns on the SAP system and issuing refunds on internet orders.

     

    2. Account Management and Internet Orders

      

    • Monitor orders and advise Team Leader of any known problems or delays on orders.
    • Actively participate in the lifecycle of customer orders from order receipt to the dispatch of goods via the OPS system.
    • Liaise with third party Warehouse and Logistics concerning any shortages, processing, bookings or returns
    • Maintaining and developing good working relationships within the team and within the brands including sales, merchandising, wholesale and marketing.
    • Communicate relevant account activity to Team Leader as appropriate.
    • Managing Ops systems promoting a proactive approach to help maximize sales and stats.
    • Providing product information to consumers
    • Keeping internet customers keeping them informed of the latest delivery dates of their orders
    • Collating feedback on brand performance and the service being provided to them, helping identify large quantities of manufacturing faults with products using this constructively and effectively.

    3. Reporting

    • Provide relevant reporting to internal and external customers using both SAP Sales Order Processing system and BW Reporting system.
    • Develop a good understanding/knowledge of reporting tools available

    4. General duties

    • Assist the Team Leader as directed.
    • Help transform Customer Service dept into a proactive versus reactive organization in a way that creates a superior customer service model.
    • Perform duties consistent with the company’s goals and policies.
    • Perform other duties as required/assigned by Team Leader
    • Maintain organized and efficient filing system for all customer related paperwork.

    Knowledge, Skills and Abilities Required

    • Experience in a consumer based customer services role.
    • Excellent telephone manner
    • Customer service orientated
    • Work well under pressure
    • SAP experience preferred, although not compulsory
    • European language skills are highly desirable
    • Excellent communication skills with customer focus at all times
    • Strong team player with the ability to be able to contribute new ideas
    • Adaptable to change
    • Demonstrate drive and enthusiasm
    • Adopt a proactive approach and be a “forward thinker”
    • Well organized, ability to manage priorities and produce accurate work in a pressured environment
    • Attention to detail
    • Company Loyalty and following company ethics.

     Committed to a diverse workforce, we are an Equal Opportunity Employer (Minorities/Women/Veterans/Disabled).

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