Customer Support Specialist

Interbrands Orbico este cel mai mare distribuitor de produse FMCG și Beauty din România, parte a Grupului Orbico, cel mai mare distribuitor din Europa, cu o prezență activă în 24 de țări.

Avem peste 200 de branduri în portofoliul nostru și peste 30 000 de clienți în România.

Aducem valoare partenerilor noștri prin soluțiile digitale și logistice pe care le oferim, printr-o gamă largă de produse de calitate și o viziune bazată pe performanță.

• University degree;
• Working experience as a Customer Support Specialist in ecommerce is a plus;
• 3-5 years professional experience in the same field, retail/FMCG and B2B is an advantage;
• Computer literate - MS Office package, with high focus on Excel;
• Maintains a clear and orderly workflow, depending on priorities;
• Good analytical, monitoring & reporting skills;
• Good communication skills;
• Customer-oriented professional attitude;
• Team player.

• Knows the eB2B platform, how to use it and the processes behind it;
• Participates in testing the platform and provides constant feedback both to correct various errors and to improve the user experience;
• Actively monitors the onboarding process for eB2B customers;
• Provides support in using the eB2B online platform for registered customers and potential customers;
• Takes over and resolves the notifications sent by the clients of the Salon Professional platform on the associated e-mail addresses;
• Follows the return process and / or facilitates with the warehouse staff the return or change of the returned products, depending on the situation created, and ensures its resolution;
• Identifies and assesses customer needs to address all requests from them and provides them with accurate, valid and complete information, using specific methods;
• Interacts and actively listens to the needs / requests of customers, coming from all communication channels, both online and offline;
• Manages and redirects customer complaints to the departments involved and informs all involved without creating distortions in communication;
• Follows the whole process of solving the submitted notification;
• Keep tracking for customer inquiries in order to improve the quality of services;
• Offers internal support to SRs and coleagues for the eB2B platform;
• Maintains a customer-oriented professional attitude;
• Creates and checks daily, weekly, monthly and periodically reports.