For one of our international clients within the fashion industry, we are looking for a pro-active and self motivated Customer Service Representative Wholesale.

Main Tasks
The responsibility of the Customer Service Representative is to ensure that the Wholesale receive a high quality level of service. The Representative manages order books, provides customers with product and service information and resolves customer problems/claims.

• Track and Trace orders.
• Investigate irregularities of orders and inform customers as required.
• Actively insure that orders flow through the system flawlessly by managing exceptions.
• Handle return requests incl. arranging of pick-ups.
• Handle of non-inventory credit or invoice requests
• Provide product and service information to customers.
• Provide information on status of orders to Sales as well as customers.
• Communicate late, incomplete or cancelled orders as well as changes to the collection within set timeframes.
• Log in and update customer information in CRM systems.
• Resolve product or service problems by clarifying the customer complaints; expedite correction or adjustment; follow up to ensure resolution.
• Recommend potential services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Escalate issues in a structured way to CS Management or contact departments.
• Participate in process improvements.
• Support Sales with any information required from the head office.

Requirements

• Excellent customer handling skills
• Excellent communication skills written and verbal in English and German.
• Solid problem-solving skills with Quality focus
• Good interpersonal skills
• PC literate & Multitasking
• Flexibility to take on additional responsibilities and tasks when required
• Is able to work under pressure and meets deadlines
• Possess natural curiosity to understand processes, departments & clients
• Have a proactive approach in tackling new challenges