LEGO Looking for Customer Service Advisor at Takapuna, Auckland Full Time

At the LEGO Group, every single person on our team is united behind our mission to inspire and develop the builders of tomorrow.

Bring your outstanding perspectives and expertise in Customer Service & Order Management to help us reach more children in Australia.

Core Responsibilities

Order Management

• EDI Orders processing and super user
• 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 as required

Customer claims and returns

• Investigate claims 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
• Assistance with other team members customer claims investigations where appropriate

Reporting and presentations

• Manage and report on inventory levels (ATP reports), identifying out of stock and closed items, and communication to the wider team for their action
• Proactively following up on overdue and variances on quotations
• Fill rate reporting to customers and internally
• Represent customers and their concerns in team & business meetings

Customer Service and Logistics

• Answer customer inquiries to enhance customer satisfaction levels
• Communication with 3PL and warehousing providers as appropriate

Change Management

• Analyse internal collaborator’s and external customer’s needs to improve order management processes
• Identify and deliver on ANZ and Regional initiatives for improvements related to business processes

Self-Development and Leadership

• Invest in staying up-to-date through strong IDP (Individual Development Plan) to maximise your career potential within The LEGO Group
• Support the LEGO customer value proposition in providing “excellent customer service” to improve customer relationships; ensure best-in-class supplier planning, reporting and support

Play your part in our team succeeding!

The Customer Service Advisor reports to the Senior Customer Service Manager for ANZ and provides support to the high performing Operations team through displaying a commitment to the LEGO values, high collaboration with internal and external partners and attention to details.

The Customer Service Advisors key areas of responsibilities are:

• Prioritising and processing customer orders in a timely and accurate manner;
• Working within the business planning cycle deadlines to achieve the most accurate and effective execution of plans;
• Reporting on and continuous improvements to appropriate business processes;
• Ensuring the greatest customer satisfaction by continuously executing and planning with the consumers’ needs in mind.
• Works closely with Market Operations colleagues, Key Account Managers, Regional Finance team and provides support where appropriate

Do you have what it takes?

• Tertiary qualification in business preferred
• Customer Service/Order Management, FMCG, or third-party logistics background preferred
• 2+ years in a similar role
• Proven strong collaboration with internal & external teams
• High attention to detail & accuracy
• Flawless communication and presentation skills
• Proficiency in Microsoft Office tools, in particular Excel and SAP (Must have)
• Critical thinking, challenge current processes with improvements when necessary
• Problem Solving
• Takes initiative and acts upon opportunities

Join the global LEGO® team!

What’s in it for you – Here are some of what to 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.

• Wellness – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based

• 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, you’ll be rewarded through our global bonus scheme.

Your workplace – Our offices will be your primary workplace with flexibility to work from home during your working week. Your People Leader will discuss the principles of our hybrid work model, role eligibility and frequency with you.

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.

The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

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

Build your career brick by brick at the LEGO Group.

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