Customer Service Representative

Position Summary

We are a consumer goods company located in the Baltimore/ Washington DC area and part of a large global organization. Our products are sold nationally through large retail chains, specialty stores and e-retailers.

The Customer Service Representative is responsible for managing the entire Customer Order Process from order entry to order delivery by optimizing the service level through efficiency and high-quality standards. They will also be responsible for all administrative tasks including settling all potential customer disputes or complaints and ensuring customers receive their products within the best possible conditions.

Key Responsibilities

Customer Service and Compliance

• Receive, check and key-in orders received by email, phone, or fax ensuring accuracy and correction of any errors.
• Answer phone calls from customers and the company sales force team. Providing high quality and courteous service in placing orders or resolving any potential disputes.
• Manage and resolve outstanding orders with Customers and Sales Force.
• Establish and ensure good communication, collaboration and interfacing relationships with various departments including Warehouse and Logistics, Sales, Finance, Demand Planning, IT and Marketing.
• Establish and ensure good communication with your assigned Sales Representatives and customers within your portfolio of accounts.
• Familiarize with special needs and requirements for your customer’s account.
• Enter return sales order for defective and return products.
• File freight claims for customers as required.
• Maintain organized electronic customer files.

Internal/External Information and Support

• Review and understand information given by Sales Force. Ensure full understanding of information provided and ask questions to seek clarity when necessary.
• Familiarize and comprehend details regarding products as part of the Product Training.
• Provide high quality level of service to both internal and external customers. Display resourcefulness in providing supporting documents, relevant data and statistics.
• Work closely with Warehouse and Logistics to resolve ongoing disputes and information from transportation companies efficiently and in a timely manner.

Education and Qualifications

• College degree, High School Diploma or GED equivalent.
• Minimum 5 years’ experience in Customer Service role.
• Proficient in Microsoft Office, especially Excel, Word, Outlook.
• Organized and analytical, with relentless attention to detail
• Accurate and methodical in project follow-up and follow through
• Creative and out-of-the-box thinker with strong problem-solving skills
• Ability to operate well in fast-paced, collaborative environment
• Excellent verbal and written communication skills; ability to multi-task.
• Ability to work effectively in a culturally diverse work group
• Customer and service oriented with strong drive to provide "best in class" level of service
• Proactive, positive attitude with sense of team spirit.
• Active listener and ability to be autonomous and work independently as well as within a team.
• Have excellent observation skills and resourcefulness in accessing information from various resources and departments to resolve disputes and provide accurate information efficiently
• Ability to obtain information and coordinate issues.

Physical Requirements

• Ability to travel up to 60% and work effectively in a remote environment

What we offer

• Annual Rate $41,600
• Fun office environment
• Remote flexibility with significant customer-facing opportunities
• Comprehensive Single thru Family options for Medical, Dental, and Vision insurance
• Short- and long-term disability, and life insurance
• PTO including Personal and Vacation time.
• Company paid holidays.
• 401k plan with great company match

Organization

DELSEY Paris is the fastest growing Travel Goods Brand in the US that has a fast growth trajectory. By the end of this year, we will have more than double the best year in US history (2019). It’s an exciting place to work and be a part of a winning organization.

For 80 years, DELSEY has designed, built and sold high-quality luggage, backpacks and duffel bags with a distinctly European flair. DELSEY brings together style and functionality to create products that reflect the personality and needs of each consumer. Today DELSEY is sold in more than 110 countries. A DELSEY bag is sold every 10 seconds. DELSEY is headquartered in Paris, France and it’s U.S. team is based in Hanover, Maryland. DELSEY U.S. sells its products directly to consumers on Delsey.com and through many large retailers including Macy’s, Costco, and Amazon.

Delsey Luggage is an Equal Opportunity Employer