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Retailer Care Representative (M/F)

About us

Are you the passionate, service oriented French & English speaking Talent, who likes to boost his or her career working for an A-brand like Maxi-Cosi/ Bébé Confort? Then this is your chance… we have an opportunity as a Retailer Care Representative supporting retailers from different countries. The role is part of an international energetic Retailer Care Representative, based in our office in Portugal. As a Retailer Care Representative at Dorel Juvenile you ensure an excellent service, you amaze our customers and surpass their expectations. You make our customers happy!


Your mission

You come in the office and the phone rings. It's a shopkeeper from France, who has a customer in the store with a defect in his car seat. After a good analysis what exactly is the problem, you arrange that the car seat will be picked up and arrives within 2 days at our Repair Center. You tell the customer that he can expect the repaired car seat back within a week. Meanwhile, you get an email from a customer who lives in South Africa and has a question about her stroller, the coating (fabric) is not good anymore. This falls under our warranty and you are contacting your colleague from the Export department directly, to check how we can get new coating at the customer ASAP. Your colleague drops a box of chocolates at your desk, it is a thank you from a customer that you helped last week and send a small present (bath toys) afterwards. The customer is so happy with it that she send a picture of the baby with bath toys. You of course share this picture with your team!


Key responsibilities

• You ensure orders (which come in by phone, mail or EDI) are being processed in our ERP system in a correct way. You follow the order from A to Z. • You monitor the back order file of customers, you inform them about new products, delivery times, products/price changes and do everything in your power to encourage sales. • You handle all administration (invoices, claims, credit notes etc) in an accurate but quick way and if you are missing information to do the job or something is not clear, you don’t sit and wait but you pick up the phone and get it fixed. • You answer questions and complaints via telephone, e-mail with customized solutions in line with our Dorel Service Promise. • You work with ERP and CRM systems to answer all questions, register and plan follow up activities. • You propose improvements in response to customer questions. • You recognize opportunities that can lead to improvement of our processes. • You register improvements through internal systems. In this way you make Dorel every day a little bit better for our customers.


Your profile

• You have a completed bachelor degree with 1 or 2 years of experience, or 3-5 years relevant work experience and a middle education. • Mother Language French and (mandatory) to have fluency on English. • You have excellent communication skills. • You are empathic and flexible. • You think ahead and dare to take the initiative. • Availability to work from home.


Are you ready to grow with us?

Are you ready to grow with us? The people behind our products and brands make Dorel Juvenile an even stronger company. We are extending our leading market position and believe team spirit, personal drive, and accountability can make a real difference in achieving sustainable growth. This is essential to our future. We invite you to grow with us! Send your resume in English by email (nuno.silva@dorel.eu) or applying directly in our site. Only the candidates with the pretended profile, will be contacted in two weeks’ time.


 

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