About Stokke

Here We Grow:

Stokke's long history of design and innovation began over eight decades ago on the west coast of Norway in 1932. Our values remain deeply rooted in our Scandinavian heritage and our commitment to craftsmanship and quality. Stokke is recognized worldwide for best-in-class solutions for children. For over forty years, we've combined our passion for Scandinavian design with the ability to challenge the ordinary and make beautiful products that nurture family bonding. Designed not only for you and your child, but for your children’s children, and generations to come.

Stokke has experienced considerable international growth through our strategic approach of acquiring products and brands. These acquisitions include the Nomi chair, LIMAS, a baby carrier company, Mukako, a multi-activity play table brand, and BABYZEN, the makers of the highly popular YOYO all-in-one lightweight stroller. Acquisitions is key for our growth and has allowed us to have office presence in Norway, Germany, The Netherlands, France, the US, and Asia, meaning we truly offer an international work environment and can stand by our brand promise Confident Kids for a better World.

About the department

Pursue Excellence, The Team:

The Customer Service Representative for US and Canada plays a critical role in our Customer Service Organization. This position is primarily focused on providing exceptional support to our retail and wholesale customers, as well as direct-to-consumer (D2C) support. Key responsibilities include managing EDI transactions and addressing various customer needs across different omni support channels such as phone, Live Chat and email.

About the position

Take Responsibility, The Position:

• Customize retailer setups for US/Canada and the Americas.
• Troubleshoot and resolve issues efficiently.
• Administer warranty support and evaluate claims.
• Provide logistics updates to D2C and retail/wholesale accounts
• Process EDI transactions for orders, invoices, and shipping notices.
• Process order changes/cancellations through Lingo and EDI.
• Manage accounts to avoid chargebacks.
• Maintain accurate customer data in ERP (M3) and CRM (SalesForce) systems.
• Handle orders, answer inquiries via phone/email/chat, and ensure accurate registration in ERP systems (Demandware, Altapay, M3).
• Support invoice/credit note issuance as needed.
• Coordinate with 3PL providers for independent retailer shipments.
• Oversee order backlog, claims processing, and manage transport/product claims, returns, and exchanges.
• Perform various administrative duties.
• Monitor retailer credit lines and payment discipline in cooperation with credit control for prepayment retail customers.
• Collaborate with credit control, logistics, supply chain, marketing, and eCommerce teams. 

About the ideal profile

Better Together, The Ideal Profile:

Technical Proficiency:

• Experience with EDI systems or other application programming interfaces (APIs) preferred.
• Familiarity with CRM and ERP systems (e.g., Salesforce, M3).

Customer Service Experience:

• Proven track record with providing superior customer service within the premiere brand industry.
• Experience handling complex customer inquiries and resolving issues effectively.

Industry Knowledge:

• Understanding of retail and wholesale processes
• Experience in the baby furniture or retail industry is highly beneficial.

Communication Skills:

• Strong written and verbal communication skills for interacting with customers and internal teams.
• Ability to explain technical information clearly and concisely.

Problem-Solving Abilities:

• Skills in troubleshooting and assessing and resolving problems
• Ability to manage and prioritize multiple tasks effectively.

Attention to Detail:

• High level of accuracy in data entry and order processing.
• Ability to monitor and maintain accurate customer and order information.
• Ability to assess and synthesize data or trends.

Team Collaboration:

• Experience working closely with cross-functional teams, including logistics, sales, and credit control.
• Ability to coordinate with different departments to ensure seamless service.

Adaptability:

• Flexibility in adapting to changing processes or new technologies.
• Willingness to learn and stay updated on industry trends and tools.
• 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

What we offer

Keep Growing, What We Offer:

Perhaps the biggest benefit of working at Stokke is the opportunity to work with a premium brand with products that are recognized around the world and have a common purpose: to encourage child development and to nurture family bonding.

You will also get to appreciate an international career with a host of learning opportunities in a growing brand that creates smart and sustainable premium products that stimulate children’s development.

Furthermore, you will work in a company where our core values,

Keep Growing, Take Responsibility, Pursue Excellence and Better Together

define who we are and what we stand for. Offering unique Learning and Development opportunities from our Stokke Academy such as Global Training, Digital Education, Mentee\Mentorships and leadership development.

At Stokke, we are truly better together we take pride in our international and diverse global offices. Please note that this role is to be based in Stamford Conneticut, USA.

• Opportunity to work with a globally recognized premium brand.
• International career development and learning opportunities through Stokke Academy.
• Hybrid working model: up to 3 days flexible, 2 days in the office.
• Comprehensive benefits package includes 401(k) matching, health, dental, and vision insurance, and paid time off.
• Full-time position
• Salary: $50,000 per year (firm)