Customer Experience Rep, B2B

Customer Experience Representative-Pandora NAM

 

Do you want to be a part of the world’s leading jewelry company while putting your experience in Internal Communication into use? If yes, then we might have an exciting opportunity for you! You will be part of an exciting business area and work in an international organisation of can-do spirited, passionate, and performance-driven people.

 

 

About the Team:

 

As a Customer Experience Representative, you will be the main point of contact to assist Pandora’s field sales teams and stores, in both North America and LATAM regions. An expert in all things Pandora, they will depend on your support to approve store returns, verify inventory, check order status, support acquisitions, and onboard new stores/employees into our internal systems while maintaining our phone and email service level. The perfect candidate for this role is highly collaborative, adept, technical, self-motivated, proactive, analytical, confident, innovative and demonstrates exceptional organizational skills in a dynamic and ever-changing environment. You will also have ad-hoc responsibilities during slow seasons, including but not limited to supporting other phone queues, emails, etc.

 

 

Your Role as Customer Experience Representative:

 

· Respond to inbound calls and emails from store personnel

· Maintain contact records such as cases, follow-up notes, etc.

· Collaborate with the warehouse team to address shipping delays, invoice discrepancies, and other order-related issues

· Partner with IT department to report CLOUD service interruptions

· Maintain a positive and friendly attitude while working with the team and assisting customers

· Attend monthly team meetings and 1:1 coaching sessions

· Work with team members to identify process improvements

· Communicate areas of opportunity with the manager for optimal customer support

· Assist Customer Experience Supervisor with updating the Standard Operating Procedures

 

What is needed to succeed:

 

· Must be bi-lingual and speak Spanish fluently

· 4-6 years of Customer Service experience

· High level of technical proficiency in systems like Microsoft Office Suite, SalesForce, and AX2012

· Excellent written and verbal communication

· Exceptional time management and organizational skills

· Previous experience with working across global, multicultural teams

· Able to demonstrate an elevated level of confidentiality

 

 

About Pandora:

 

Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.

 

Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.

 

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.