Headquartered in Denmark, ECCO is a family-owned footwear and leather goods company that offers international opportunities. Their offices and facilities have an informal culture and relaxed dress code – the shoe code is slightly stricter. Joining the ECCO family, you will be guaranteed a lifelong learning – the speed of progress is up to you.

At ECCO, you become part of a meaningful, developing and multicultural workplace. You will join a global family of more than 21,000 people who are proud to create the footprints of tomorrow.

ECCO has a global presence in 99 countries, 2,250 ECCO shops and more than 14,000 sales outlets.

The key tasks

This is a varied and challenging role supporting our key strategic online accounts, including Zalando, Amazon and others. The ideal candidate will be expected to monitor and contribute on a day-to-day basis whilst looking to further improve the customer service processes and contributing to customer service and sales related projects.

General responsibilities include:

• To ensure customers are up to date on all relevant information related to deliveries
• To ensure the key account manager receives all relevant information in a timely manner
• To maintain daily contact with Logistics, Finance and Master Data functions
• To ensure the customers receive orders on time, in full or are informed on late deliveries as a minimum requirement
  

We are looking for a strong individual who is passionate about customer service who can use their experience, abilities and drive to ensure excellent customer service to our customers.

Further Responsibilities

Order intake management, Order & Delivery Follow up:

• Main order handling: To ensure that the orders are in the system on time, in full and that a clean order book is maintained at the end of every season
• Actively support the commercial team to reach the respective repeat order target per season per account

 Order releasing:

• To release orders on time from the warehouse
• To ensure we meet the customers delivery terms. Preparation of the pre-advise files on the external customer portal to avoid chargebacks or refusal of delivery.
• Daily communication with the forwarder.
• Pickup / Return handling

 Service & Logistics Account Monitoring/Management:

• To maintain close contact and report out to the assigned accounts on a daily/weekly/monthly basis
• Being the interface between our customers, Logistics, Forwarding, Finance, Operations, etc.
• To support the preparation of customer visits (in the country/Kick offs/showroom) together with the Key Account Manager
• To provide all required support to customers and maintain a structured communication flow and working relationship
• Co-op Agreements credit notes for special agreements on monthly basis
• To provide copies of invoices, delivery notes or order confirmations if required to the customers
• Invoice Corrections / Credit Notes arrangement with Finance
• Missing goods - Follow up of shortages in shipment. Prepare the shortage file for HQ Denmark and credit in SAP
• POD Requests arrangement with Forwarding
• Delivery dates alignment for ECCO, after every main order upload
• Close relationship with the demand team, with a special j0 clean up flow for ECCO
• Updates of cost and prices

 Teamwork / Interdisciplinary:

• To provide support to other departments pro-actively
• Reporting out to the team in bi – weekly team meetings
• Provide daily/weekly/monthly updates on numbers/statistics concerning area of responsibility
• Participation in interdisciplinary projects (e.g. supply chain, sales actions, etc.) required
• Give input to and develop (sales)activities
• Independently execute of pre-defined (sales) activities
• Phone call handling / email handling
• To handle customer requests, telephone calls and emails in a timely, efficient and effective manner
• To identify needs for improvements and highlight them
• Initiate and lead improvement projects as well as being a project member

What we are looking for in you?

• Extensive Customer Service experience
• Fluent in English
• Experience with SAP (preferred)
• Experience with Excel, including V-lookup and pivot tables (preferred)
• Experience with CRM-tools, preferably Salesforce
• Strong communication and interpersonal skills
• Strong organisational skills with the ability to prioritise and make decisions
• Positive attitude to new challenges
• Ability to use own initiative and proven track record of having solved problems successfully
• Degree or Equivalent