The Customer Service Representative USCA is the part of the Customer Service Organization for US and Canada.

The scope of the role is focused on Retailer support and EDI responsibilities.

The position is located in Stamford, CT, USA

Some of the key responsibilities are the following:

• Customize retailer set ups to accommodate individual requirements for US/Canada and the Americas
• Provide support for troubleshooting problems and resolution
• Provide logistics updates to key accounts
• Develop EDI transactions for releasing orders, invoices, and shipping notices
• Process incoming/outgoing order changes/cancellations through Lingo and EDI
• Transfer XML files to resolve re-upload errors when needed
• Manage accounts closely to ensure no chargebacks are incurred
• Maintain customer data in ERP System (M3) and in the CRM system (SF) to assure 100% accuracy
• Receive, process and track orders from customers and answer retailer and consumer questions by phone/E-mail/chat
• Ensure orders are registered in the Stokke ERP systems (Demandware, Altapay and M3) for shipment and invoicing
• Support issuance of invoices/ credit notes, as needed
• Coordinate with 3PL providers on specific shipment requirements for independent retailers
• Oversee order backlog & claims processing
• Handle transport and product claims, returns, and exchanges from customers
• Monitor retailer credit lines and payment discipline in close cooperation with credit control
• Coordinate and work closely with credit control, logistics, supply chain, marketing, and eCommerce teams

Requirements:

• Commercial education, but no specific specialization required
• Min 2-3 years' experience in the customer service or retail account management industry
• 1-2 years' experience using EDI or any other application programming interfaces (APIs)
• Native or C1 English is a must, additional languages like Spanish or French are a big plus
• Proficiency in using Excel and pivot tables
• Interest in working with and supporting international teams

Why join Stokke?

• You will be a part of a company that creates smart and sustainable premium products, that through bonding between child and parent stimulate the child’s development
• Stokke is an advocate for ethical trade practices and ensures that our business connections take part in a joint responsibility
• If you want to commit to create high quality products, designed for children and generations to come, we want you to be a part of our team
• Stokke is providing a hybrid working model which gives you the opportunity of working up to 3 flexible and 2 days from the office
• Stokke offers an extensive benefit package to its employees, including 401K and medical plan package