Customer Service Coordinator
Are you an organized, empathetic, and proactive professional with a passion for customer satisfaction? At Pas Normal Studios, we are seeking a Customer Service Coordinator to ensure a seamless customer experience and support our growing network of global D2C customers.
Your main objectives
Reporting to the Head of D2C and consumer experience, you will join the Pas Normal Studios Customer Care team, where your focus will be on ensuring top-tier service and support for our D2C customers. The department is responsible for handling customer inquiries, managing orders, and ensuring a smooth post-sales experience. As a Customer Service Coordinator, you will be the main point of contact for our customers, ensuring that they receive timely assistance and support. You will work closely with internal teams to resolve issues efficiently, strengthen relationships, and improve customer satisfaction across the board.
Besides this, your key responsibilities will be to:
- Provide outstanding customer support through various channels, including email, phone, and live chat.
- Respond to customer inquiries promptly, ensuring clear and effective communication.
- Resolve customer complaints and issues in a professional manner, maintaining a high standard of service at all times.
- Coordinate with the logistics team to track orders, manage deliveries, and handle returns or exchanges.
- Assist customers with product information, sizing, and availability inquiries.
- Maintain a comprehensive understanding of Pas Normal Studios’ products and collections.
- Document and manage customer interactions and feedback using our CRM system (Giorgias)
- Work closely with the D2C and product teams to support improve product feedback and increased insights into customer challenges.
- Continuously seek opportunities to improve the customer service process and overall customer experience.
- Represent Pas Normal Studios in a professional and positive manner at all times.
- Support retail and e-commerce teams with customer inquiries related to online orders, product availability, and after-sales service.
- Deliver training and guidance to junior customer service representatives to ensure consistency in service quality.
About you
- A passion for cycling and a genuine interest in our brand.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities with a customer-centric mindset.
- Ability to multitask and handle a variety of customer interactions simultaneously.
- Highly organised with a keen attention to detail.
- Proficient in using customer service software and CRM systems.
- Previous experience in a customer service role, preferably within the retail or e-commerce industry.
- Ability to work independently as well as part of a team.
- Fluency in English is required; additional language skills are a plus.
You enjoy and understand how to work within a team and thrive in a role, where problmem solving is key. You possess excellent communication skills and use these and your interpersonal skills to engage with customers and ensure they have the best experience prossible. You bring a positive and solution-oriented mindset and enjoy taking on responsibility of making customers happy.
What do we offer?
We are driven by our core values of passion, performance, and accountability. Our mission is to challenge ourselves to bring the best possible products to cycling communities globally.
We want work to be fun and inspirational - to spark our curious explorative minds. Be able to challenge the status quo, grow and learn as a team and as individuals. We go beyond - with open ears, eyes, and hearts. You will join a truly international, progressive, and result-oriented team as we continue our ambitious growth journey over the next years.
How and when to apply.
Please send your application and CV to job@pasnormalstudios.com before November 31st, 2024. And mark the subject field (Customer Service coordinator)
If you have any questions about the position, please reach out to hiring manager Perry at pj@pasnormalstudios.com
Equal opportunity employer
Pas Normal Studios is an equal opportunity employer and all aspects of employment reflect that. We don’t discriminate based on race, colour, religion, disability, gender identity, sexual orientation, marital status, age, or political orientation no matter where we operate.
Pas Normal Studios wants to inspire people to explore their own road.
Through innovative designs, brand collaborations and the development and sourcing of products and production methods, we aim to be the pioneering brand for dedicated cyclists.
Based in Copenhagen, Denmark, with a global presence and international culture, we are committed to the continuing development of cycling. With inspiration from international art, culture, and fashion, we are a brand defined by contemporary patterns and colors with Scandinavian roots. We are always in pursuit of quality, craftsmanship and sustainable solutions, our products are created for long-term usage, working as a system across seasons.