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International Client Support Executive

2 months ago

Albany, New York, United States Heura Foods Full time

**[They, She, He]**

**OUR MISSION**

At Heura, we are advocates for sustainable food systems, dedicated to providing solutions that eliminate animal products while nourishing millions. Our innovative approach leverages technology to address current challenges and align with our core values.

We are on the lookout for an International Customer Service Specialist who will play a crucial role in meeting the needs of our diverse clientele across borders.

**YOUR RESPONSIBILITIES**

1. Manage client orders comprehensively - from reception and integration into our ERP system to planning, monitoring, and handling incidents and returns.

2. Oversee various communication channels with clients, including phone and digital correspondence (e-mail, EDI communications, etc.).

3. Collaborate with the Sales department on service-related matters.

4. Handle the management of sample shipment orders.

5. Ensure efficient handling of order-related documentation (delivery notes, invoices, return orders, etc.).

6. Track orders and deliveries, addressing any potential issues.

7. Manage customer complaints thoroughly: from detection and resolution to maintaining open dialogue and visibility.

8. Monitor customer service metrics, analyze discrepancies, and suggest improvement initiatives.

9. Propose enhancements to processes and engage in continuous improvement projects within the department.

**YOU WILL EXCEL IN THIS ROLE IF**

- You are enthusiastic about being the go-to person for Heura customers, committed to delivering exceptional experiences and fostering loyalty.

- You possess a minimum of 2 years of experience in Customer Service within fast-moving consumer goods (FMCG), preferably in an international context.

- You have a solid background in order management and associated documentation.

- Proficiency in EDI messaging is essential.

- Your strong social and communication skills enable you to effectively manage customer relationships and logistics services.

- You are bilingual or a native English speaker, with an intermediate level of German and proficiency in French being advantageous.

- You are proactive and trustworthy, capable of creating environments of trust.

- You thrive in fast-paced settings, are results-oriented, and embody a 'make it happen' mindset.

- You enjoy teamwork and are passionate about your profession, eager to contribute to our startup culture.

**JOIN HEURA'S DYNAMIC TEAM**

We are innovative, non-conformist thinkers who challenge the status quo and embrace change. Our goal is to create a positive impact on the planet, knowing we have the power to reshape reality.

We take ownership of our roles, proactively bringing solutions to the table. We are humble learners, understanding that growth comes from feedback and collaboration. We value diverse perspectives, recognizing that a variety of opinions enhances our strength.

We aim high and bold, constantly seeking the extraordinary in our endeavors, striving to exceed expectations across the board.

We believe in enjoying the journey, celebrating our passion for our work and mission every day.

**HEURA LIFE BENEFITS**

To support our mission, we offer:

- Unlimited professional development opportunities at Europe's fastest-growing company in its sector.

- A culture of freedom, responsibility, and radical honesty.

- An entrepreneurial environment that fosters innovation.

- Unlimited vacation days.

- A flexible working environment.

- Private health insurance.

- Perks such as fresh fruit and healthy snacks.

- Discounts on gym memberships.

- Discounts on Heura products.

- Flexible compensation options.

- Access to an online well-being and therapy platform.

- Monthly after-work gatherings and other engaging company events.

**DIVERSITY AND INCLUSION**

Diversity and inclusion are core values at Heura. We not only accept our differences but celebrate them. We are committed to equal opportunity employment, ensuring a workplace free from discrimination based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, or gender identity or expression.