Customer Service Specialist

Senior Export And Customer Service Specialist

Join our team at Helen of Troy and make an immediate impact on our trusted brands: OXO®, Hydro Flask®, Osprey®, Braun®, PUR®, Vicks®, Honeywell®, Hot Tools®, Drybar®, Curlsmith®, and Revlon®, and Olive & June®. Together, we build innovative and useful products that elevate people's lives everywhere every day.

Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

We're looking for a Senior Export and Customer Service Specialist to manage operations for our Export (MEA) and Online B2B customers such as Amazon and Zalando. This is a fantastic opportunity for someone with a strong background in export logistics, customer service, and regulatory compliance to make a real impact in a fast-paced, international environment. Managing all required documentation to support customs and import processes, ensuring compliance with export regulations, import/export licenses, and global trade requirements and act as the main export contact within the Customer Service department.

You will be the key contact for our 3PL and warehouse teams, ensuring timely and high-quality order preparation. Handle customer orders, returns, and claims with precision and care. This position will represent Customer Service in cross-functional projects, bringing your expertise in export/import operations to support the MEA business. Driving continuous improvement initiatives to enhance service and operational efficiency.

Key Responsibilities

Order Management

• Customer Purchase Order Review: SKU's, Quantity, Pricing, Delivery Method, etc.
• Order processing in Helen of Troy ERP system
• Stock availability check following allocation process. Check orders and establish strategies and priorities according to the arrival of stock and the country of destination to be able to dispatch as many orders as possible
• Split orders and organize pallets according with transportation / truck/ Airfreight/ Containers boat
• Order release to warehouse. Check Lot numbers to UDI Compliance
• HS codes knowledge to adapt pro-forma invoices in different countries
• Follow up order preparation & collection, on-time, and in-quality

Export Process

• Generation of shipping documents: pro-forma Invoices, pick lists, dangerous goods Certificates, etc
• Onboarding new customers, reviewing logistics requirements, analyzing risks, and suggesting solutions
• Checking export requirements; Legalizations, Technical Inspections, Certificates of Conformity and Quality
• Managing Letters of Credit; reviewing L/C conditions, logistics/transport instructions, addressing discrepancies, preparing documents for L/C, ensuring completion of payments. Liaising with legal and Finance on L/C questions/blocking points

Logistics

• Handling customers' complaints, providing appropriate solutions and alternatives within time limits and following up to ensure resolution
• Managing defective and seasonal returns, and issuing credit notes
• Closely working with 3PL/warehouse on VAS (Value-added services) activities, resolving potential challenges
• Coordination of International shipping orders with customers, forwarding agents and warehouse as well as monitoring of shipments

Projects & Continuous Improvement

• Identify potential ways to further improve customer satisfaction levels, and drive changes

Lead projects aiming to improve Operations processes around MEA/ONLINE customers.

• Regular meetings with customers to independently solve complex operational issues
• Maintain healthy relationship with Sales & Marketing departments, with transparent and aligned cooperation

Skills needed to be successful in this role:

• Fluency in English is required as well as German, skills in speaking Dutch would be a plus
• Customer Service Agent or equivalent as well as knowledge in logistics and transportation
• Skills in ERP and CRM systems like Oracle, SAP, Zendesk or other
• Above-average proficiency in relevant software programs, especially MS office (Word, Excel, PowerPoint, Outlook
• Excitement about joining a midsize yet growing company with fast-growing brands!

Minimum Qualifications:

• 3 to 5 years of related experience
• Authorized to work in Switzerland on a full-time basis

What do we offer?

• Competitive compensation package depending on experience and skills
• Collective Health Insurance or Gym Allowance
• Mobility allowance
• Flexible work policy with regards to working hours and work from home
• Increased flexi-days package after 1 year of service
• Swibeco
• Modern office with collaborative workspaces
• Employee assistance counselling line
• Employee discounts on all our EMEA products
• Lunch and Learns
• Company closure between Christmas and New Year's
• Employee Stock Purchase Plan
• The chance to work in an international, diverse, and inclusive environment!

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon – many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.

At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.