Job Summary

This role is primarily responsible for managing return requests from customers across the EMEA region, providing support for acquisitions, and ensuring a seamless customer experience. The specialist will act as the main point of contact for addressing basic customer concerns, managing records of all interactions, and sharing insights with internal teams. The role involves collecting and analyzing customer feedback, escalating complex issues, and assisting the team in identifying opportunities for cross-selling or upselling.

Responsibilities

Handles return requests from customers across the EMEA region.

Provides support for customers with acquisitions.

Works collaboratively within the team, demonstrating flexibility and a sense of urgency.

Assists in developing and implementing customer engagement plans aligned with the organization's goals and objectives.

Responds to customer inquiries, feedback, and complaints promptly and keeps clients informed of the organization’s offerings and ongoing promotions.

Utilizes CRM software to track customer interactions, update profiles, and manage leads or opportunities.

Identifies opportunities to cross-sell or upsell additional products or services to existing customers.

Gathers and analyzes customer feedback to identify areas for improvement and collaborates with internal teams to implement changes based on customer input.

Communicates order and delivery status to customers and channel partners in a clear and timely manner.

Escalates complex or unresolved issues to higher-level customer engagement managers or relevant internal teams for resolution.

Undergoes training and development to gain a better understanding of customer engagement processes and best practices.

Ensures that customer engagement practices comply with relevant regulations, including data privacy laws.

Education & Experience Recommended

Must be a recent graduate (Class of 2024) or expected to graduate in 2025.

Typically has 0-2 years of work experience, preferably in a corporate environment, in customer relationship management (CRM), customer service, customer experience management, account management, or a related field.

Knowledge & Skills

Intermediate knowledge of Spanish.

Cross-Org Skills

Effective Communication

Results Orientation

Learning Agility

Digital Fluency

Customer Centricity

Impact & Scope

Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity

Learns to apply basic theories and concepts to work tasks.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.