Representative, Customer Experience (B2B)

About the Company

Based in Hamburg-Moorfleet, Pandora EMEA Distribution Center GmbH is part of the Pandora Group, committed since 2011 to delivering beautiful jewelry pieces to customers across 69 countries in Europe, the Middle East, and Africa. The distribution hub stands out for its sustainability and efficient logistics processes, supported by a diverse workforce of around 240 employees from over 40 nationalities. The center not only supplies Pandora stores but also serves end customers directly through its online shop, offering personalized products like engravings and elegant gift packaging.

Role Overview

This role as a Customer Experience Representative for B2B (limited to one year contract) involves being the primary contact for Pandora stores, partners, and local market teams across EMEA. The representative ensures exemplary customer service via various communication means including phone and email while handling queries efficiently to maintain high customer satisfaction.

Key Responsibilities

• Serve as the first point of contact for customer communications through email and telephone, providing proactive assistance within agreed response times.
• Resolve inquiries professionally by adhering to established guidelines, addressing customers in multiple languages.
• Coordinate with internal Distribution Center teams to facilitate accurate and timely information exchange.
• Operate independently while fostering teamwork and maintaining a positive, can-do attitude.
• Understand and adapt processes to meet market needs and ensure exceptional customer satisfaction.

Candidate Profile

• Previous customer-facing experience, either virtual or in-person, is advantageous.
• Highly motivated and engaged individual.
• Fluency in English plus one of the following European languages at near-native proficiency: Portuguese, Spanish, Italian, Greek, or French.
• German language skills are an asset.
• Excellent verbal and written communication capabilities.
• Ability to remain resilient under stress and work well in team settings.
• Reliability combined with a strong proactive approach.
• Basic proficiency in MS Office 365.
• Familiarity with Zendesk or Salesforce Service Cloud and experience with ERP systems is preferred.

Company Culture and Benefits

Joining Pandora means becoming part of a vibrant international team that values respect, inclusion, and mutual success. The company offers a gross monthly salary of €2875 and a comprehensive benefits package that includes:

• A workplace with a flat organizational structure in a globally recognized company.
• A motivated and supportive team environment.
• Employee discounts on Pandora products.
• Complimentary breakfast, lunch, and beverages.
• Monthly free massages for employee well-being.
• Access to corporate benefits and discounts on sports, cultural events, and exclusive deals.
• Company-subsidized public transport pass.
• Attractive employer-supported pension scheme and insurance offerings.
• Flexible working hours with possibilities for mobile work, including an allowance for mobile working equipment.

Additional Information

Special occasions and achievements are celebrated with events and benefits such as birthday leave days. The company welcomes applications from all individuals regardless of background or identity and fosters an environment where everyone feels valued and included.

Location: Bredowstraße 34, 22113 Hamburg