Customer Service Representative
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About The Position
The Customer Service Representative for Stokke in Stamford, CT, plays a crucial role within the Customer Service Organization for the US and Canada. This position is primarily focused on providing support to retailers and managing Electronic Data Interchange (EDI) responsibilities. The representative will be responsible for customizing retailer setups to meet individual requirements across the US, Canada, and the Americas. This includes troubleshooting issues, providing logistics updates to key accounts, and developing EDI transactions for order releases, invoices, and shipping notices. In addition to these responsibilities, the representative will process incoming and outgoing order changes and cancellations through Lingo and EDI, as well as transfer XML files to resolve any re-upload errors. Close management of accounts is essential to prevent chargebacks, and maintaining customer data in the ERP System (M3) and CRM system (SF) is critical to ensure 100% accuracy. The role also involves receiving, processing, and tracking orders from customers while addressing retailer and consumer inquiries via phone, email, and chat. The representative will ensure that orders are registered in the Stokke ERP systems (Demandware, Altapay, and M3) for shipment and invoicing, optimize order sizes in collaboration with customers and sales for cost-effective logistics, and support the issuance of invoices and credit notes as needed. Coordination with third-party logistics (3PL) providers on specific shipment requirements for independent retailers is also part of the role. The representative will oversee order backlogs and claims processing, handle transport and product claims, returns, and exchanges from customers, and participate in various administrative duties within the team. Monitoring retailer credit lines and payment discipline in close cooperation with credit control is essential, as is collaboration with logistics, supply chain, marketing, and eCommerce teams.
