Coordinator - Dtc Customer Service Operations

**Location**:Berlin

• Customer Service

**In short**

Our Customer Service Team (we call it Happiness Delivery (HD)) is growing and with this comes an exciting opportunity to join us as a BackOffice DTC HD team member focusing on Customer Service BackOffice. This person will work behind the scenes of our customer relationship management and order management systems to facilitate the core processes that keep business running smoothly, running reports, working with customer-facing financial systems, and resolving potential errors in real-time.

This work and your expertise will directly impact the growth and success of our HD Team in Europe and therefore ensure our customers are happy.

**Your Mission**

• Be the first point of contact for topics of Returns, Shortages and 3rd Party Logistics in our customer service department
• Support the internal customer service team members (Front team, Warranty team, etc.) along with our external partners (outsourcing) with their basic System related questions (D365), be able to provide them with tips which speed up their daily work
• Support the internal and external teams with process-based questions of Returns, Shortages and 3rd Party Logistics
• Train the coaching team for any new processes that we establish in the BackOffice, so they can pass the knowledge to the rest of the customer service team
• Bringing analytical skills to contribute to the rest of BackOffice team, improving our current processes and how we use our tools

**Your story**

• You are experienced in customer relationship software like Salesforce preferably in a sales or e-commerce capacity
• Having experience with MS D365 or other order management software is a plus
• You enjoy collaborating with cross-functional teams and are a skilled communicator, capable of liaising between technical and non-technical teams.
• You have an analytical mindset and enjoy identifying inefficiencies and areas for improvement within CRM systems and processes.
• Proficiency in both written and spoken English is a must

**About the Team**

At On, delivering happiness is not just a word, but it’s a mission. And that’s also why we call our Customer Service team Happiness Deliverers. Join us in this entrepreneurial environment and be part of an ambitious team motivated to bring creativity and innovation in their work.

**Most lived Spirit in our team**

**Team**

**Team**

While we spend our days bringing the Positive Spirit to customers, we couldn't do that without one another. Celebrating successes, helping people out across regions and empowering our teams to deliver that extra something.

**Berlin**

In a former 19th Century postal building by Berlin’s river Spree, you’ll find our future-focused, creative hub.

Köpenicker Str. 122,

10179

Germany

• Rikiya
• HAPPINESS DELIVERY SYSTEM SPECIALIST, YOKOHAMA

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.

**What we offer**

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

**What to expect**

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street - bringing you into our culture, while helping us learn how you think.

• Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine - it creates that 'Wow' moment.

**Step One**

**It starts with you...