What are the responsibilities and job description for the Customer Experience Rep position at Pandora?
Customer Experience Representative-Pandora NAM
Do you want to be a part of the world's leading jewelry company while putting your experience in Internal Communication into use? If yes, then we might have an exciting opportunity for you! You will be part of an exciting business area and work in an international organisation of can-do spirited, passionate, and performance-driven people.
About Pandora :
Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.
Headquartered in Copenhagen, Denmark, Pandora employs 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.
Pandora's recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.
About the Role :
As a Customer Experience Representative, you will serve as a primary point of contact, providing essential support to Pandora's field sales teams and stores across North America and Latin America. You will act as a trusted resource, assisting with approving return authorization requests, verifying inventory, tracking order status, supporting acquisitions, and onboarding new stores and employees into internal systems-all while ensuring phone and email service levels are maintained.
The ideal candidate is highly proficient in both English and Spanish, collaborative, technically skilled, proactive, self-motivated, and confident, with strong problem-solving and analytical abilities. You thrive in a fast-paced, ever-evolving environment and can demonstrate exceptional organizational skills while identifying innovative ways to enhance processes and drive efficiency.
Additionally, during slower business periods, you will take on ad-hoc responsibilities as needed, which may include assisting with other phone queues, email inquiries, and cross-functional tasks to support the broader Customer Experience team.
What you will do in this role :
- Answer calls and respond to emails from both stores and customers across North America and LATAM, helping with everything from order status and inventory questions to returns, system access, and product information.
- Keep detailed notes on every interaction in our system-whether it's a quick fix or something that needs follow-up-so that everyone on the team stays in the loop and nothing falls through the cracks.
- Work closely with our warehouse partners to sort out shipping delays, order issues, or invoice problems, making sure stores and customers get the answers and solutions they need as quickly as possible.
- Team up with other departments like Account Managers, Wholesale Specialists, IT Support, and Accounting whenever an issue needs extra attention or escalation-making sure every situation gets the right support.
- Flag any technical issues-like CLOUD system outages-to our IT team and help make sure stores and customers are kept informed while we work toward a fix.
- Bring a positive attitude every day, whether you're helping a customer, working with a teammate, or problem-solving a tricky situation. We're all about finding solutions together.
- Join weekly team meetings and 1 : 1 coaching sessions every other week to stay aligned, hear updates, and get the support you need to grow in your role.
- Look for ways we can do things better. If you notice a process slowing us down or causing confusion, work with the team to brainstorm improvements.
- Keep your manager in the loop if you spot patterns-like frequent issues with a certain order type or system-so we can tackle the root cause and make things easier for everyone.
- Help the Customer Experience Supervisor update and fine-tune Standard Operating Procedures (SOPs) so everyone on the team has clear, accurate guidelines to follow.
What is needed to succeed :
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