Customer Service Advisor

**Are you interested in playing a key role in handling customer orders, resolving issues, and be the superstar behind our retailers’ shelves In New Zealand?**

**Help us bring joy to more children around the world**

**Core Responsibilities**:

- Order Management:

- EDI Orders processing
- Fully understand and work within each customers’ specific e-commerce framework to ensure customers’ orders are processed in the most efficient manner
- Troubleshooting and resolution of B2B e-commerce ERP errors; SAP Inbox, idoc, or ASN
- Manual order entry
- Customer claims and returns:

- Retrieve customer claim forms from independent customers and monthly consolidated claims from EDI customers
- Investigate claims and clarify return reason ensuring that required information is accurate and processed in agreed timelines, with necessary approvals
- Coordinate the return of physical goods with customers, transportation company and warehouse staff
- Creation of credit and debit notes in SAP
- Customer Service and Logistics:

- Answer customer inquiries to improve customer satisfaction levels
- Business-to-Business web ordering support as required
- Communication with 3PL and warehousing suppliers as appropriate
- Reporting and presentations:

- Handle quotations, proactively following up on overdue and variances
- Handle and report on inventory levels (ATP reports), identifying out of stock and closed items, and communication to the wider team for their action
- Handle and report on claims by status, reason and processing times
- Represent customers and their concerns within the business

**Play your part in our team succeeding**

Customer Service team is THE team behind every box found on every retailer’s shelf. Being a middle ground between customers, sales team, Operations team and warehouse, the team is instrumental in implementing the plans and delivering quality service.

**Do you have what it takes?**
- Some experience in Customer Service, FMCG, Freight Forwarding, Import/Export or third-party logistics background preferred
- Proficiency in SAP and Microsoft Office tools, in particular Excel
- Accurate data entry with an eye for detail
- Ability to challenge current processes with improvements when necessary
- Problem Solving Skills
- “Can do” attitude
- Excellent communication skills
- Great teammate

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**What’s in it for you?**

Here is what you can expect:
**Family Care Leave**:

- We offer enhanced paid leave options for those important times.

**Insurances**- All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

**Wellbeing**:

- We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

**Colleague Discount**- We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

**Bonus**:

- We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

**Workplace**:

- When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

**Join the LEGO® team today.