WORX TOOLS

Customer Support

• Taking responsibility matters to you: You will assume disciplinary and technical leadership of the DIY inside sales team, currently 8 employees
• Teamwork is a top priority: You motivate and coach your employees and continuously develop your team
• Achieving more together: You work closely with other internal interfaces — Sales, Finance, Supply Chain Management, After Sales Management — as well as with our external logistics provider
• Creating efficient processes: You actively manage, organize and optimize day-to-day operations
• You think one step ahead: Projects for implementing innovative software inspire you
• You keep everything in view: You define and monitor appropriate KPIs
• You pitch in: You support your team in smooth order processing while taking customer-specific requirements into account
• Your expertise is reliable: You are the point of contact for your team on order entry, master data maintenance, processing returns and chargeback notices, as well as customer and field sales support by phone and e-mail

Customer Service Manager – DIY Inside Sales

• gestione degli ordini dei clienti in arrivo
• preparazione delle conferme d'ordine
• risposta alle varie richieste dei clienti dal momento dell'ordine fino all’evasione
• supporto alle attività dei commerciali e degli agenti esterni
• inserimento ordini in gestionale (SAP HANA)
• creazione anagrafica cliente e sviluppo dell'ordine fino alla sua evasione
• interfaccia costante con la logistica
• gestione di eventuali reclami e della contrattualistica con clienti e fornitori
• risoluzione problematiche relative agli ordini di vendita

Customer Service

• You support our team in servicing B2B customers, particularly handling inquiries about spare parts, repairs and escalations via phone and email
• You follow up on customer inquiries and maintain relevant information, customer data and ticket status in the CRM system
• In close cooperation with the responsible specialist departments, you ensure that our customers receive prompt and accurate responses
• You assist in optimizing processes, e.g., by creating articles for the knowledge base or improving communication around spare parts and repair inquiries
• Together with technicians and other teams, you actively participate in the escalation process and knowledge sharing
• Through internal training you expand your knowledge of our products and services and strengthen your technical expertise
• You are responsible for quality monitoring of tickets and calls to ensure our high standards and to drive continuous improvement

Customer Service Manager – DIY Inside Sales

Customer Service

Working Student – Technical Customer Service