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Client Operations Manager

Purpose of Role

Make customers happy: As a client operations manager you will be in charge of ensuring the highest possible customer satisfaction by easing customers’ pain and actively participating in promoting and coordinating products and programs to the clients.

Team Member

We Connect, Adapt and Grow

  • Purpose driven; challenges expectations by generating innovative solutions in work situations
  • Collaboration – works effectively and cooperatively with others; establishing and maintaining good working relationships 
  • Continuous Learning - actively participants in learning activities; quickly gains and applies knowledge of skill
  • Communicates with empathy – listens to understand
  • Contributes to team success; actively participates as a member of the team to move the team toward the completion of key objectives and goals

Team Player

  • You have a high service-oriented thinking towards clients as well as your colleagues
  • Other related tasks as required
  • We’re All In mindset and values driven
  • Provide general support to the account management team

Key Role Domains

  • Customer Care
  • Participating in implementation of projects and campaigns
  • Reporting and Analytical tools
  • Integration/Platform - managing orders across platforms
  • Complaint Management 
  • Orders management 
  • Ad-hoc tasks from Planning and other departments (incl. Buying, Marketing, etc.)

Key Responsibilities

  • Acts as an interface between clients and internal departments in order to create optimal customer satisfaction
  • Recognizes the need for optimization of processes in day-to-day business and helps to improve the customer experience and ensures that customer questions are reduced in day-to-day business
  • Handles customer communication via our ticketing and order management system in order to guarantee transparency and reportability
  • Resolves claims, questions or concerns about orders and order status
  • Handles customer requests relating to the full process from ordering through to delivery and billing.
  • Prepares and develop report on customer satisfactions KPIs both for internal and external use 
  • Directly participates in sales activities, promoting products or programs

OKRS

  • Resolves claims, questions or concerns about orders and order status
  • Handles customer requests relating to the full process from ordering through to delivery and billing.
  • Prepares and develop report on customer satisfactions KPIs both for internal and external use 
  • Directly participates in sales activities, promoting products or programs

Key behaviours to be successful in the role

“The How”

We’re ALL in

day-to-day we: 

  • Adapt to new ways of working quickly and easily, we shift priorities to suit the situation; we’re forward thinking 
  • Make it happen – we get the job done.  It's not up to someone else
  • Ask for help when it’s needed
  • Put the spotlight on our teammates, we see their value and recognise it 

We create and share

day-to-day we: 

  • Respect – my deadline should not be your emergency.  We check-in on each other and agree on what we can commit to
  • Collaborate and communicate well even when under pressure
  • Share insights and learnings – this never stops 

We’ll have some serious fun

day-to-day we: 

  • Always make time for a laugh – we don’t take ourselves too seriously 
  • Schedule time to socialise with the team 

We sleep well at night

day-to-day we: 

  • Take care of our clients’ reputations as if they were our own
  • Treat each other as we would expect to be treated
  • Work with integrity, our actions match our words

We’re naturally… curious 

  • Are approachable, we’re keen to learn and value different perspectives
  • Treat work like an experiment; if it succeeds, let’s do more of it and if it doesn’t, let’s try something else 
  • Are okay not being the loudest or smartest person in the room 
  • Ask for feedback say thanks when we get it
  • Have a positive impact – in, and outside, our area of speciality 

Key Skills & Experiences 

  • You find it easy to build trustful relationships with people – customers or team members
  • You take your satisfaction from making customers smile
  • You have great problem-solving skills as well as a "hands-on" mentality
  • Your structured way of thinking distinguishes you and you want to get started in a dynamic, fast-growing environment
  • You are fluent in English and German. Danish is a plus. As we are working with global clients, languages are key.
  • You have customer service experience – ideally in the marketing, advertising or e-commerce sector
  • You are confident with your IT skills and have affinity for making life easier through IT tools
  • Positive attitude, emphatic inquisitive, wants to learn
  • Understand the importance of client service and know how to live it

Attributes 

  • Positive attitude
  • Empathy 
  • Love to communicate with customers
  • Technical affinity
  • Hands-on mentality

General

The idea of learning how to grow a company by solving problems excites you. Change will be frequent. An individual’s willingness to embrace that change whilst possessing the ability to adapt to change is crucial. This is not a highly structured environment, so self-determination and self-confidence is critical. The right individual in this unique role will thrive and develop.

Social media

We're not just another marketing agency. We help ideate, develop, design, manufacture, distribute, promote and market new products and services from brief through to the check-out both locally and globally. We are a great bunch of dedicated people here in Denmark, but we have many colleagues all around the world, which makes us pretty unique. There’s room for you to be yourself and to grow while being part of a culture and a spirit very dear to us. In fact, we try our best to take good care of each other, our clients, and the world around us. You will be working on a daily basis in the European CX team in close collaboration with team members in Germany, Switzerland, Italy and Denmark.

If you like the sound of succeeding with your close colleagues, the teams you join, the solutions you make and the clients you work for, then you’ll love: 

  • Our great workplace in central Copenhagen, Talent Garden Rainmaking.
  • The opportunity to think outside the box in your daily life as well as your career.
  • A fun, diverse workday with lots of challenges.
  • Meeting people from all over the world.

 

 

Skriv i din ansøgning, at du fandt jobbet på ofir.dk


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Client Operations Manager

Purpose of Role

Make customers happy: As a client operations manager you will be in charge of ensuring the highest possible customer satisfaction by easing customers’ pain and actively participating in promoting and coordinating products and programs to the clients.

Team Member

We Connect, Adapt and Grow

  • Purpose driven; challenges expectations by generating innovative solutions in work situations
  • Collaboration – works effectively and cooperatively with others; establishing and maintaining good working relationships 
  • Continuous Learning - actively participants in learning activities; quickly gains and applies knowledge of skill
  • Communicates with empathy – listens to understand
  • Contributes to team success; actively participates as a member of the team to move the team toward the completion of key objectives and goals

Team Player

  • You have a high service-oriented thinking towards clients as well as your colleagues
  • Other related tasks as required
  • We’re All In mindset and values driven
  • Provide general support to the account management team

Key Role Domains

  • Customer Care
  • Participating in implementation of projects and campaigns
  • Reporting and Analytical tools
  • Integration/Platform - managing orders across platforms
  • Complaint Management 
  • Orders management 
  • Ad-hoc tasks from Planning and other departments (incl. Buying, Marketing, etc.)

Key Responsibilities

  • Acts as an interface between clients and internal departments in order to create optimal customer satisfaction
  • Recognizes the need for optimization of processes in day-to-day business and helps to improve the customer experience and ensures that customer questions are reduced in day-to-day business
  • Handles customer communication via our ticketing and order management system in order to guarantee transparency and reportability
  • Resolves claims, questions or concerns about orders and order status
  • Handles customer requests relating to the full process from ordering through to delivery and billing.
  • Prepares and develop report on customer satisfactions KPIs both for internal and external use 
  • Directly participates in sales activities, promoting products or programs

OKRS

  • Resolves claims, questions or concerns about orders and order status
  • Handles customer requests relating to the full process from ordering through to delivery and billing.
  • Prepares and develop report on customer satisfactions KPIs both for internal and external use 
  • Directly participates in sales activities, promoting products or programs

Key behaviours to be successful in the role

“The How”

We’re ALL in

day-to-day we: 

  • Adapt to new ways of working quickly and easily, we shift priorities to suit the situation; we’re forward thinking 
  • Make it happen – we get the job done.  It's not up to someone else
  • Ask for help when it’s needed
  • Put the spotlight on our teammates, we see their value and recognise it 

We create and share

day-to-day we: 

  • Respect – my deadline should not be your emergency.  We check-in on each other and agree on what we can commit to
  • Collaborate and communicate well even when under pressure
  • Share insights and learnings – this never stops 

We’ll have some serious fun

day-to-day we: 

  • Always make time for a laugh – we don’t take ourselves too seriously 
  • Schedule time to socialise with the team 

We sleep well at night

day-to-day we: 

  • Take care of our clients’ reputations as if they were our own
  • Treat each other as we would expect to be treated
  • Work with integrity, our actions match our words

We’re naturally… curious 

  • Are approachable, we’re keen to learn and value different perspectives
  • Treat work like an experiment; if it succeeds, let’s do more of it and if it doesn’t, let’s try something else 
  • Are okay not being the loudest or smartest person in the room 
  • Ask for feedback say thanks when we get it
  • Have a positive impact – in, and outside, our area of speciality 

Key Skills & Experiences 

  • You find it easy to build trustful relationships with people – customers or team members
  • You take your satisfaction from making customers smile
  • You have great problem-solving skills as well as a "hands-on" mentality
  • Your structured way of thinking distinguishes you and you want to get started in a dynamic, fast-growing environment
  • You are fluent in English and German. Danish is a plus. As we are working with global clients, languages are key.
  • You have customer service experience – ideally in the marketing, advertising or e-commerce sector
  • You are confident with your IT skills and have affinity for making life easier through IT tools
  • Positive attitude, emphatic inquisitive, wants to learn
  • Understand the importance of client service and know how to live it

Attributes 

  • Positive attitude
  • Empathy 
  • Love to communicate with customers
  • Technical affinity
  • Hands-on mentality

General

The idea of learning how to grow a company by solving problems excites you. Change will be frequent. An individual’s willingness to embrace that change whilst possessing the ability to adapt to change is crucial. This is not a highly structured environment, so self-determination and self-confidence is critical. The right individual in this unique role will thrive and develop.

Social media

We're not just another marketing agency. We help ideate, develop, design, manufacture, distribute, promote and market new products and services from brief through to the check-out both locally and globally. We are a great bunch of dedicated people here in Denmark, but we have many colleagues all around the world, which makes us pretty unique. There’s room for you to be yourself and to grow while being part of a culture and a spirit very dear to us. In fact, we try our best to take good care of each other, our clients, and the world around us. You will be working on a daily basis in the European CX team in close collaboration with team members in Germany, Switzerland, Italy and Denmark.

If you like the sound of succeeding with your close colleagues, the teams you join, the solutions you make and the clients you work for, then you’ll love: 

  • Our great workplace in central Copenhagen, Talent Garden Rainmaking.
  • The opportunity to think outside the box in your daily life as well as your career.
  • A fun, diverse workday with lots of challenges.
  • Meeting people from all over the world.

 

 

Skriv i din ansøgning, at du fandt jobbet på ofir.dk


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Modtag jobannoncer der minder om dette job i din indbakke.




Når du tilmelder dig accepterer du samtidig vores privatlivspolitik. Du kan altid trække dit samtykke tilbage.

Andre job der minder om dette

Driftsleder søges til nyt varehus i Thisted

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Har du forstand på at lede, motivere og udvikle mennesker? Vi åbner nyt varehus i Thisted i starten af 2023, vil du være med til at sætte dit eget team? "Vi rådgiver kunderne ud fra deres behov – de er i centrum for alt, hvad vi gør. Hos Elgiganten...
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Driftsleder søges til nyt varehus i Haderslev

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Har du forstand på at lede, motivere og udvikle mennesker? Vi åbner nyt varehus i Haderslev i starten af 2023, vil du være med til at sætte dit eget team? "Vi rådgiver kunderne ud fra deres behov – de er i centrum for alt, hvad vi gør. Hos Elgigant...
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