icebreaker: Customer Service Representative (Fixed- Term) Location: ASIA > NZL > Auckland > Ponsonby Office
Time Type: Full time
Posted On: Posted 30+ Days Ago
Job Requisition ID: R-20240801-0077
Challenge:
To deliver best in industry service to Icebreaker's customers, including our wholesale partners (retailers) and our direct customers via our eCom and Retail channels to ensure the region's sales teams deliver on their budgeted revenue and profit.
Key Accountabilities:
Support the Sales teams within the region to deliver their budgeted revenue by providing efficient, accurate and timely services to meet Service Level Agreement (SLA) commitments.
Deliver service to a 'best in industry' standard.
Provide efficient, accurate and timely Sales Order Management.
Manage the returns process to agreed standards.
Resolve all end consumer complaints following agreed process.
Be the expert on Icebreaker products and explain the benefits and technical details of all products and Icebreaker's ethics.
Support the sales and marketing teams to implement global & approved local marketing programs.
Maintain stock integrity by accurately processing Orders, Returns and Adjustments.
Assist the eCom Ops team with troubleshooting website order complications and communicate any issues and suggestions based on consumer feedback to appropriate departments.
Support finance with month end reconciliation and with discrepancies as needed.
Must Have Skills, Knowledge & Experience:
Customer service experience in a fast-paced environment, preferably within a team with Wholesale, eCom and Retail sales channels.
Demonstrated high customer service standards - consistently achieved outstanding results by creating exceptional experiences for every customer.
Excellent communication skills (both verbal and written English and local market language where applicable), phone manner and relationship management skills.
High attention to detail and strong follow-through skills.
Highly effective solution-oriented problem solving skills.
Skilled in timely execution of all initiatives – outcome and process driven and strong follow-through skills.
Strong systems and Microsoft Excel & Outlook skills.
Personal Characteristics:
Active and adventurous.
A passionate high achiever.
Curious, with a global outlook and strong desire to continually learn & evolve.
A Brand Ambassador who is drawn in by our story and inspired by the authenticity and uniqueness of our brand.
A highly collaborative team player.
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