Customer Support Specialist

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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 42+ 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 Overview:

The Order & Customer Support Specialist will be responsible for world-class order and customer support globaly. High focus on serving partners, sales and customer with the Operations, Logistics and Customer Support departments in Sweden.

With a focus on flawless and efficient logistics as well as on after-sell 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. This position will be responsible for customer support in all our sales channels. 

Duties & Responsibilities:

1. Responsible for world-class customer experience 

  • Will lead the organization in providing the best possible customer service experience on every customer touch point. 
  • Follow up customer questions and support in our CRM system
  • Responsible for constantly seeking new ways to improve operational efficiency and innovation

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

3. Customer Service Support

  • Is primary point of contact for all customer service issues, including complaints, service issues, ecommerce email communication, etc. 
  • Is highly knowledgeable about all possible service-related issues and will visit customers to diagnose and resolve
  • Responsible for creating customer service standards for the operation and ensures that they are met across the region.

Experience and Requirements:

Experience

  • 3+ years of Sales Operations/Administration or Customer-Driven experience
  • 2 + years experience and expertise with Salesforce and SAP

2. Experience within Purchasing and/or Logistics in retail is positive

3. Other requirements

  • The person should be passionate about providing an exceptional customer experience.
  • Technical literacy A Must (i.e., Word, Excel, PowerPoint, etc.)
  • Polished and Professional Image to align with the brand’s aesthetic.
  • Approximately 20% travel required (some international)
  • Valid drivers license and travel I.D. necessary 
  • You are computer literate (i.e., Word, Excel, Outlook), experience in CRM system is highly positive
  • You have knowledge within ERP-systems and preferably SAP
  • You are communicative with the ability to take discussions both internally and externally

Key areas of responsibility

  • Be responsible for operational tasks as order management; orders, follow up and customer support
  • Continuously; handle, maintain and update information (order) in our ERP system (SAP)
  • Follow up customer questions and support in our CRM system
  • Ensure correct order registration together with other follow-ups and activities

Desired skills, experience and personality traits 

 For this position we see someone with experience within retail and customer and sales support. We see that you as a person have a curious mind and are willing to learn new things. You should be a team-player with a positive mindset and engaged to support the team and our customers. You should have a high energy and work ethic.

  • Experience within Purchase or Logistics in retail is positive
  • Excellent communication skills in Swedish and English, written and spoken
  • You are computer literate (i.e., Word, Excel, Outlook), experience in CRM system is highly positive
  • You have knowledge within ERP-systems and preferably SAP
  • You are communicative with the ability to take discussions both internally and externally

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.

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

Köping

Nya Hamnvägen
731 36 Köping Directions View page

WE INVEST IN PEOPLE

 

Here at Hästens, 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?

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