Customer Service and Operations Specialist


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Customer Service and Operations Specialist

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


Department Digital & E-Commerce

Location Warsaw (Poland)

Advertised 24. January 2023

Deadline 24. February 2023

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