Order & Customer Support Specialist

Join Our Growing Team

BE AWAKE FOR THE FIRST TIME IN YOUR LIFE

About Us:

Since 1852, Hästens Beds has been committed to crafting the best sleep. The skilled craftspeople at our factory in Köping, Sweden, have been refining our work for generations. Every bed is bespoke and made by hand using only the best natural materials. The difference lies in the details and our quest to provide the most restful sleep for people who want to lead a higher quality of life. With operations in 35+ countries and over 200 partners in Europe, Asia and America, the small family-owned company has grown into a global producer and retailer of premium beds.

http://www.hastens.com/

Position Summary 

The Order & Customer Support Specialist will be responsible for world-class order and customer support for the US market serving all our sales channels. High focus on serving people and the key connection point with the Operations, Logistics and Customer Support departments in America.

With a focus on flawless and efficient logistics as well as on premium sales experience, the Order and Customer Support Specialist will be accountable for order management, deliveries as well as order follow-up and claim management.

A teamplayer with the willingness to drive improvements creating excellence in operations and customer value.

Primary responsibilities

1. Responsible for world-class customer experience

2. Responsible for order management

3. Inventory management and reporting

1. Responsible for world-class customer experience

The primary point of contact for all customer service issues, including complaints, service issues, ecommerce email communication, etc.

Will lead and strengthen the best possible customer service experience on every customer touch point.

World class customer service within the same time zone

Follow up customer questions and support in our CRM system (Salesforce)

Responsible for constantly seeking new ways to improve operational efficiency and innovation

Will be the primary link with the Global Supply chain team in America on all operational topics, and will work closely with these departments to improve the experience for customer.

Responsible for creating and training customer service standards and ensures that they are met across the region.

2. Responsible for order management

Responsible for ensuring orders are handled in accordance to the process.

Tracks orders from shipment to delivery, and is the primary source of information regarding delivery dates and delays for Americas.

Release order from our warehouse to customers

Train sales organization in transform manual order to auto order via our digital tools (e.g Hästens Order Tool, Hästens Retail system)

Manages communication between America Customer Service, international and domestic freight forwarders, receiving warehouse and sales team to coordinate scheduling and execution of deliveries to clients.

3. Inventory management and reporting

Daily reporting of warehouse inventory levels

Assist on stocktaking procedures and adjustments in the accounting system for local stock

Creates opportunities for sell through of obsolete inventory

Manages warehouse relationships to ensure high levels of performance and adherence to high standards of care and quality

Competency Profile

1. Customer service orientated

2. Exceptional communication skills

3. Excels in time management and ability to multi-task

4. Ability to work independently 

5.  Flexibility and agility 

6. Team orientated

1. Customer service orientated

Highly focused on the customer experience, and ensures that every customer touch point is exceptionally well-executed

Meets the high expectations of both the external and internal customers

2. Exceptional communication skills

Excellent communication skills (written and spoken) for interacting with customers

Keeps all levels of the organization well-informed about order status, delivery issues and service issues

3.Time management and multi tasking 

Keeps all levels of the organization well-informed about order status, delivery issues and service issues

Able to function in a fast-paced environment under time pressure while remaining calm

4. Ability to work independently

Works well across departments (wholesale, retail and eComm)

Is able to identify opportunities for improving the operation without guidance or being told what to do

5. Flexibility and agility 

Able to move seamlessly from one task to another

Willingness to work in an entrepreneurial environment, with opportunity to work on projects not previously proscribed in job description

Time and travel flexibility, with some weekend and distance work required from time to time

6. Team orientated

Views personal success within the context of team success

Is direct, non-political and makes decisions in the best interest of the team and organization

Experience and other requirements

Experience

3+ years of Sales Operations/Administration or Customer-Driven experience

2 + years experience with ERP systems (Salesforce is an advantage)

Experience within Purchasing and/or Logistics in retail is an advantage

Experience within e-commerce is an advantage

Other Requirements 

Fully energized and committed

Willing to drive change and improvements

The person should be passionate about providing an exceptional customer experience, team player.

Technical literacy a must (i.e., Pages, Excel, Keynote, etc.)

Possibility to travel is required (some international when needed)

Valid drivers license and travel I.D. necessary

Ability to work independently as well as in a team

Well organized with a hands-on problem-solving attitude

Flexible and can meet internal and statutory deadlines

Commitment:

Hästens Beds is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records, consistent with legal requirements.

Location: New York, US 


Compensation & Benefits:

Featured Benefits: We offer a comprehensive and competitive benefits program

Competitive Salary

Or, know someone who would be a perfect fit? Let them know!

AREA OF OPPORTUNITY

New York, New York

10007 New York Directions

WE INVEST IN PEOPLE

 

Here at Hästen we invest in the people, whether it's about a communication course, leadership training or a Christmas gift - we want you to feel appreciated!

We have our own Executive Coach and also our Sales Trainer. They are here to help our team-members perform at the highest level both inside and outside of Hästens.

Already working at Hästens?

Let’s recruit together and find your next colleague.

Teamtailor

Applicant tracking system by Teamtailor