At Joseph Joseph we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over one hundred countries, available in most major department stores and independent houseware stores worldwide as well as our rapidly growing ecommerce channel.
We are seeking an enthusiastic Customer Service Representative to join our team in the US. The Customer Service team is the front-line interface with B2B customers and its mission is to lead Joseph Joseph towards achieving a reputation for world-class customer service. Reporting to the Head of Operations, the Customer Service Representative will be a subject matter expert in Joseph Joseph products, process, systems and customers.
What you will be doing:
- Timely and accurate processing of sales orders (submitted via multiple channels, including EDI, on-line portal, CSV upload and manual entry)
- Ensure adherence to customer specific requirements to ensure end to end compliance throughout the order to cash process (in-line with customer manuals) and ensure these are communicated and followed
- Ensure that all transactions (e.g., orders, returns, credit memo’s) are managed in line with agreed business processes and SLA’s
- Timely response to all enquiry’s, working to achieve first contact resolution
- Develop and maintain strong professional cross functional relationships with (not limited to):
- Finance/Credit Control: customer credit limits, credit memos, returns and customer payments
- Sales: aligned and consistent customer communication, management of customer accounts and delivery of a great customer experience to drive opportunity and growth
- Build strong working relationships with our internal and external stakeholders
- Support Sales Account Managers with the development and on-boarding of new customers
- Drive development of improved customer order process, service delivery and behaviours
- Meet and exceed KPI measures
- Ensure service level standards and KPI’s are maintained to a high standard
What we need from you:
- Proven experience in a customer service role (B2B) working with retail customers, independents
- Excellent capabilities in communication and listening, relationship building and influencing in a diverse and demanding environment
- Proficiency with Microsoft Office applications and in particular Microsoft Excel (V-Lookups and Pivot Tables)
- Experience working with ERP applications, SAP experience is desirable
- High attention to detail
- A positive ‘can do’ attitude
- Approachable, empathetic, amenable and collaborative
- Have a passion for service excellence
What you’ll get from us:
- Competitive salary $55,000 – $60,000 per annum
- Holiday allowance
- Company performance related bonus
- An exclusive staff discount
- Flexible working – combination of home and office working (Hybrid)
- Access to Perkbox
- Team recognition
- Volunteer Days
- Refer a friend Scheme
- Training and Development
- Anniversary & Long service Award