Customer Operations Representative

Vor 7 Tagen

München, Deutschland Helly Hansen Vollzeit

Founded in Norway in 1877, Helly Hansen continues to develop professional grade apparel that helps people stay and feel alive. Through insights drawn from living and working in the world’s harshest environments, the company has developed a long list of first-to-market innovations, including the first supple waterproof fabrics more than 140 years ago. Other breakthroughs include the first fleece fabrics in the 1960s, the first technical base layers in the 1970s, made with LIFA® Stay Dry technology, the patented H2Flow temperature regulating system, and the revolutionary lighter, warmer LIFALOFT insulation. Building on Helly Hansen’s proprietary HELLY TECH® waterproof/breathable system, the technical outdoor brand has most recently introduced the award-winning LIFA INFINITY PRO - the company’s most innovative and responsible waterproof/breathable technology to date.
Helly Hansen is a leader in technical sailing and performance ski apparel, as well as premium workwear. Its uniforms are worn and trusted by more than 55,000 professionals and can be found on Olympians, National Teams, and at more than 200 ski resorts and mountain guiding operations globally.

**We are looking for a Customer Operations Representative (M/F/d) to support our DACH/EE Team at the European Headquarter in Munich, Germany.**

**KEY OBJECTIVES**

In this position you will have the opportunity to influence and develop one of Norway’s most internationally known and recognised consumer brands.

As part of our professional, multi-national team you will hold a variety of challenging tasks servicing mainly our Czech and Slovakian wholesale and B2B customers as well as some of our DACH accounts. You will be the Key person in the Orderbook management, deliveries coordination and aftersales processes.

Alongside the local sales force you will be supporting develop the brand in your assigned territories. You will work towards strengthening the relationship with some of the most important Helly Hansen Group key players in Czech Republic, Slovakia and parts of the DACH region by delivering them continuous service Excellence. On an operational level you will search and implement effectiveness into your market to achieve excellence into your daily work.

**KEY RESPONSIBILITIES**:
**SERVICE EXCELLENCE**
- **Customer Service Excellence**: Ensure first-class customer orientated advice and information service to Helly Hansen wholesale and B2B customers within the assigned region. Assist with the implementation of the Service Excellence Strategy and manage the development of a service delivery plan that will lead to the continuous improvement of the customer experience.
- **Service Culture**: Cultivate a “customer first” culture and approach your responsibilities with a continuous improvement approach. Consistently strive to exceed our customers’ expectations to produce continued success and sustained company growth.
- **Customers Understanding**: Maintain a high level of communication with customers regarding their service expectations, identifying elements important to them and ascertaining the best methods of communication.
- **Best Value Service**: Ensure the delivery of cost effective “best value” services by balancing customer’s requirements with budget targets.

**TEAM**
- **Team**: To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service Excellence standards and the business objectives.
- **Support**: To provide support and assistance to colleagues within the team through back-up support, trainings and adopting good team ethics.
- **Cross Functional**: Work with local sales, Finance, logistic and other cross functional teams across the company exchanging information and making decisions together to ensure best possible service toward our customers.

**OPERATIONS**
- **Order book Management**
- Support and follow up on order entry
- Check that orders are entered with correct terms and discounts according to seasonal deadlines
- Monitor product availability and communicate with accounts and sales teams about possible changes that affect pending orders
- Ensure orders are released on time to meet customers’ requested date
- Reconciliation of returns, chargebacks, and exceptions
- Support monthly forecast process and active follow-up of the country monthly shipping targets

2. **Special Projects**: Participate in local and global projects if required.

**SKILLS / PERSONAL QUALITIES**

As a member of the Customer Operations Team, it is required to have an excellence approach servicing our customers, be a positive influence in the team and excel in the daily operations management. Below is the set of skills you should bring and develop in this position:
**SERVICE**

**TEAM**

**OPERATIONS**
- Passionate about brands and products- Achieve as a team - team player- Computer literate- Communication written & verbal- Positive a

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