Customer Service Coordinator

Stora Enso; Düsseldorf; On-site; EUR 26,000 - 38,000; Full time

Job summary

Stora Enso in Düsseldorf seeks a proactive customer service professional to provide pre- and post-sale support to business and consumer customers via phone, online chat, or text. You will resolve complex issues that require research and follow-up and coordinate with production and distribution to keep customer orders moving smoothly.

You will discreetly handle complaints with care, liaise across internal units, respond to a high volume of general inquiries, and, where appropriate, suggest

Qualifications

• Provide pre- and post-sale customer service and support via phone, chat, or text.
• Investigate and resolve complex issues requiring follow-up with customers.
• Discretely manage complaint resolutions with customers using other units.
• Serve as liaison between customers, production and distribution related to orders.
• Suggest alternative products or services (e.g., warranties) as part of issue resolution.

Responsibilities

• Respond to a high volume of low complexity inquiries.
• Coordinate with production and distribution to address customer orders.
• Collaborate with complaints handling units to resolve issues.
• Provide timely, accurate information and follow-up to customers.
• Identify opportunities to improve service and customer satisfaction.

Job description

Provides pre- and post-sale customer service and support to business and/or end-consumer customers via phone, online chat or text. Activities include facilitating resolutions of complex issues requiring research and follow-up with customer, discretely managing complaint resolutions with customers and utilizing other contact center complaint handling units to assist in complaint resolution. Activities further include acting as liaison between customers, production and distribution departments related to specific customer orders, responding to a high volume of low complexity general inquiries and providing responses to customer inquiries. Furthermore, recommends alternative products or services (e.g., warranties) as part of customer issue resolution.