Customer Service Manager

NAKED Copenhagen is in search of a highly motivated Customer Service Manager to support our online growth and expansion strategy, while ensuring customer support to the highest standard. The ideal candidate is pro-active and ambitious, with strong problem-solving skills, and has a passion for ensuring the best possible customer journey through our omnichannel universe.

Job Description:

• Lead by example in providing customers with solution-orientated guidance and outstanding customer service across all channels while maintaining our brands tone of voice

• Handle online orders, exchanges, returns, and claims

• Provide support to customer throughout the entire shopping experience (including online experience, product information, checkout, delivery, etc.)

• Fraud and payment handling

• Manage escalated customer complaints

• Identify and share any business decisions that may impact the customer negatively.

• Work closely with our shipping couriers to handle customer shipment enquiries

• Recruit, train, and manage customer service team

• Plan, schedule, and prioritize to meet daily customer service operating requirements

• Keep abreast of current laws and regulations within e-commerce

• Communicate with our Warehouse Manager to ensure customer issues are being resolved

• Actively participate in our management group to ensure alignment for growth and development through all departments

• Assist with diverse administrative tasks

Skills & Qualifications:

• Excellent verbal and written communication in Danish and English. French and/or Dutch is a plus

• 3-4 years professional experience within online customer service or similar role

• Experience with MS Navision or Business Central

• Experience with CRM systems – Zendesk, Gorgias, etc.

• Efficient in MS Office

• Team player with excellent leadership skills

• Strong IT and analytical skills

• Master at multi-tasking and prioritizing

• Ability to keep a positive and cheerful attitude while handling conflicts and problem-solving

• A knowledge and interest in sneakers as well as the newest trends within the industry

Who are we:

Since 2004, NAKED Copenhagen has grown to become the world’s leading sneaker supplier for women. As a part of our DNA, we strive to empower girls and women - in a usually male-dominated industry. Founded by two business partners and friends, NAKED Copenhagen started out as a store in the heart of Copenhagen and has now expanded to a global webshop, three retail stores in Denmark, and our first international store in Paris to open soon. Our future goals are ambitious, do you want to be part of the journey?

We offer you:

We know that the success of our brand is owed to our dedicated and awesome colleagues. In return, we seek to provide a supportive working environment that facilitates learning and individual growth. We aim to provide a social workplace, which we believe engages and creates happier employees

• A supportive and dynamic team, in fast paced environment

• Social working environment

• Opportunity for growth and development

• Competitive salary based upon qualifications

  
  

This position full time and is located in Avedøre Holme. Please send your cover letter and CV, as well as a current photo of yourself to our email with the subject “Customer Service Manager.” We are looking to fill the position as soon as possible and interviews will be held on a continuous basis.

We accept applications in both English and Danish.