Customer Service Representative

1 week ago

Stamford, United States Stokke Full time

Here We Grow:

Stokke's long history of design and innovation began over eight decades ago on the west coast of Norway in 1932. Our values remain deeply rooted in our Scandinavian heritage and our commitment to craftsmanship and quality. Stokke is recognized worldwide for best-in-class solutions for children. For over forty years, we've combined our passion for Scandinavian design with the ability to challenge the ordinary and make beautiful products that nurture family bonding. Designed not only for you and your child, but for your children’s children, and generations to come.

Stokke has experienced considerable international growth through our strategic approach of acquiring products and brands. These acquisitions include the Nomi chair, LIMAS, a baby carrier company, Mukako, a multi-activity play table brand, and BABYZEN, the makers of the highly popular YOYO all-in-one lightweight stroller. Acquisitions is key for our growth and has allowed us to have office presence in Norway, Germany, The Netherlands, France, the US, and Asia, meaning we truly offer an international work environment and can stand by our brand promise Confident Kids for a better World.


Pursue Excellence, The Team:

The Customer Service Representative USCA is the part of the Customer Service Organization for US and Canada.

The scope of the role is focused on Retailer support and EDI responsibilities.


Take Responsibility, The Position:

Key Responsibilities:

  • Customize retailer set ups to accommodate individual requirements for US/Canada and the Americas
  • Provide support for troubleshooting problems and resolution
  • Provide logistics updates to key accounts
  • Develop EDI transactions for releasing orders, invoices, and shipping notices
  • Process incoming/outgoing order changes/cancellations through Lingo and EDI
  • Transfer XML files to resolve re-upload errors when needed
  • Manage accounts closely to ensure no chargebacks are incurred
  • Maintain customer data in ERP System (M3) and in the CRM system (SF) to assure 100% accuracy
  • Receive, process and track orders from customers and answer retailer and consumer questions by phone/E-mail/chat
  • Ensure orders are registered in the Stokke ERP systems (Demandware, Altapay and M3) for shipment and invoicing
  • Optimize order sizes in cooperation with customers & sales to ensure cost-effective logistics
  • Support issuance of invoices/ credit notes, as needed
  • Coordinate with 3PL providers on specific shipment requirements for independent retailers
  • Oversee order backlog & claims processing
  • Handle transport and product claims, returns, and exchanges from customers
  • Participate in various other administrative duties of the team
  • Monitor retailer credit lines and payment discipline in close cooperation with credit control
  • Coordinate and work closely with credit control, logistics, supply chain, marketing, and eCommerce teams


Better Together, The Ideal Profile:

  • Commercial education, but no specific specialization required
  • Min 2-3 years' experience in the customer service or retail account management industry
  • 1-2 years' experience using EDI or any other application programming interfaces (APIs)
  • Native or C1 English is a must, additional languages like Spanish or French are a big plus
  • Proficiency in using Excel and pivot tables
  • Interest in working with and supporting international teams


Keep Growing, What We Offer:

Perhaps the biggest benefit of working at Stokke is the opportunity to work with a premium brand with products that are recognized around the world and have a common purpose: to encourage child development and to nurture family bonding.

You will also get to appreciate an international career with a host of learning opportunities in a growing brand that creates smart and sustainable premium products that stimulate children’s development.

Furthermore, you will work in a company where our core values,

Keep Growing, Take Responsibility, Pursue Excellence and Better Together

define who we are and what we stand for. Offering unique Learning and Development opportunities from our Stokke Academy such as Global Training, Digital Education, Mentee\Mentorships and leadership development.

At Stokke, we are truly better together we take pride in our international and diverse global offices.

  • Stokke offers an extensive benefit package to its employees
  • Stokke is providing a hybrid working model which gives you the opportunity of working up to 3 flexible and 2 days from the office
  • Stokke offers an extensive benefit package to its employees, including 401K and health insurance package
  • Full-time, Contract
  • Pay: $50,000.00 per year
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

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