Customer Operations Representative Switzerland

Stellenbeschreibung:

Customer Operations Representative (m/f/d) Switzerland

Founded in Norway in 1877, Helly Hansen continues to develop professional grade apparel that helps people stay and feel alive. Through insights drawn from living and working in the world’s harshest environments, the company has developed a long list of first-to-market innovations, including the first supple waterproof fabrics nearly 150 years ago. Other breakthroughs include the first fleece fabrics in the 1960s, the first technical base layers in the 1970s, made with LIFA® Stay Dry technology, the patented H2Flow™ temperature regulating system, and the revolutionary lighter, warmer LIFALOFT™ insulation. Building on Helly Hansen’s proprietary HELLY TECH® waterproof/breathable system, the technical outdoor brand has most recently introduced the award-winning LIFA INFINITY PRO™ – the company’s most innovative waterproof/breathable technology to date.

Helly Hansen is a leader in technical sailing and performance ski apparel, as well as premium workwear. Its uniforms are worn and trusted by more than 55,000 professionals and can be found on Olympians, National Teams, and at more than 200 ski resorts and mountain guiding operations globally.

Helly Hansen’s outerwear, base layers, sportswear and footwear are sold in more than 40 countries around the world. To learn more about Helly Hansen’s latest collections, visit

We are looking for a Customer Operations Representative (m/f/d) Switzerland to support our team at the European Headquarter in Munich, Germany.

KEY OBJECTIVES

In this position you will have the opportunity to influence and develop one of Norway’s most internationally known and recognised consumer brands.

KEY RESPONSIBILITIES

SERVICE EXCELLENCE

Customer Service Excellence : Ensure first-class customer orientated advice and information service to Helly Hansen wholesale and B2B customers within the assigned region. Assist with the implementation of the Service Excellence Strategy and manage the development of a service delivery plan that will lead to the continuous improvement of the customer experience.
Service Culture : Cultivate a “customer first” culture and approach your responsibilities with a continuous improvement approach. Consistently strive to exceed our customers’ expectations to produce continued success and sustained company growth.
Customers Understanding : Maintain a high level of communication with customers regarding their service expectations, identifying elements important to them and ascertaining the best methods of communication.
Best Value Service : Ensure the delivery of cost effective “best value” services by balancing customer’s requirements with budget targets.

TEAM

Team : To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service Excellence standards and the business objectives.
Support : To provide support and assistance to colleagues within the team through back‑up support, trainings and adopting good team ethics.
Cross Functional : Work with local sales, Finance, logistic and other cross functional teams across the company exchanging information and making decisions together to ensure best possible service toward our customers.

OPERATIONS

Order book Management
Support and follow up on order entry
Check that orders are entered with correct terms and discounts according to seasonal deadlines
Monitor product availability and communicate with accounts and sales teams about possible changes that affect pending orders
Ensure orders are released on time to meet customers’ requested date
Reconciliation of returns, chargebacks, and exceptions
Support monthly forecast process and active follow‑up of the country monthly shipping targets
Special Projects: Participate in local and global projects if required.

SKILLS / PERSONAL QUALITIES

Passionate about brands and products – Achieve as a team – team player – Computer literate – Communication written & verbal – Positive attitude – Structured & detail oriented – Patience & empathy – Flexibility – Time management / prioritization – Tenacity – Efficiency mindset

EXPERIENCES / QUALIFICATIONS

Working experience in a Customer Service environment
Feeling for the needs of customers and being able to turn complain into positive sales
Computer literate, experience in ERP system is a plus
Fluent in German and very good French
Very good English knowledge
Italian language would be a plus

WE OFFER

A versatile and exciting task where you can contribute your knowledge
Work in a multi-national environment
An attractive hybrid model: work from home and from the office
A modern loft with excellent transport connections
An open and friendly working atmosphere
Flat hierarchies and short communication channels

INTERESTED? We are looking forward to your application letter of motivation (including your salary expectations and your potential entry date), CV and letters of recommendation.