Customer Service Coordinator

Stora Enso Poland S.A.; Düsseldorf; On-site; EUR 17,000 - 28,000; Full time

Job summary

Stora Enso Poland S.A. is seeking a customer service professional to provide pre- and post-sale support to business and end-user customers via phone, chat, or text from our Düsseldorf area operation. You will handle inquiries and help resolve issues with care and accuracy.

You will coordinate with production and distribution teams to ensure orders are fulfilled and upsell warranties or alternatives when appropriate, contributing to high customer satisfaction and repeat business.

Responsibilities

• Provides pre- and post-sale customer service and support via phone, online chat or text.
• Acts as liaison between customers, production and distribution departments related to specific customer orders, responding to a high volume of general inquiries and providing responses to customer inquiries.

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.