Your role

As a hands-on Customer Service and After-Sales Support Coordinator, you will be responsible for executing and continuously improving customer-facing and internal support processes-from order intake to issue resolution. In addition to managing daily customer operations, you will support internal communication platforms (Monday.com) and play a key role in the design, testing, and implementation of a new Odoo-based internal and external communication system. It is expected that Monday.com will be phased out and fully replaced by the new Odoo communication platform.

What you'll be doing

• Customer Service Execution & Improvement:

  • Directly handle customer communications via phone, email, or ticketing tools.

  • Develop and maintain service templates, SOPs, and documentation.

  • Identify recurring issues and recommend process/system changes.

  • Monitor customer channels to ensure timely, accurate responses.

• Order Processing:

  • Enter and validate orders in ERP/CRM systems, ensuring accuracy.

  • Manage order cycle and resolve discrepancies.

  • Document and update order handling procedures.

  • Coordinate with logistics for accurate and timely dispatch.

• After-Sales Support Execution:

  • Handle returns, warranty claims, and repair requests.

  • Standardize post-sales follow-up procedures.

  • Collaborate with technical/operations teams for issue resolution.

  • Maintain clear records of after-sales interactions.

• Cross-Functional Coordination:

  • Align with Sales on order details and commitments.

  • Work with Operations to track production and inventory.

  • Coordinate with Logistics to ensure delivery performance.

  • Support Finance with payment and invoice issues.

• Internal Communication Tools Support:

  • Act as the primary user and coordinator for Monday.com ensuring accurate task tracking and internal alignment.

  • Train team members on Monday.com usage and suggest workflow improvements.

  • Understand that Monday.com is a transitional tool and will be replaced by Odoo.

  • Ensure accurate documentation of processes for a smooth transition.

• Odoo Communication System Development:

  • Actively participate in the development, testing, and implementation of the new Odoo-based communication platform.

  • Collaborate with stakeholders to define system requirements and processes.

  • Assist in creating training resources and onboarding team members.

  • Provide feedback to refine system usability and adoption.

• Reporting & Process Development:

  • Maintain dashboards and trackers using Excel or ERP tools.

  • Analyze trends and metrics to guide improvements.

  • Lead documentation and rollout of updated workflows.

  • Support automation and continuous improvement initiatives.
    

This is you

• Clear Communication: Exceptional verbal and written communication skills in English and at least one other European language.

• Multitasking Mastery: Ability to stay organized and manage multiple responsibilities in a fast-paced environment.

• Customer-Centric Problem-Solving: Approach challenges with a customer-first attitude and a knack for resolving issues quickly.

• Cultural Awareness: Capable of managing stress and understanding intercultural differences to provide a tailored experience to each client.

Your experience and qualifications

• Bachelor's degree in Business, Customer Experience, or Supply Chain Management.

• 3-5 years of experience in customer service, order management, or after-sales support.

• Proficiency with ERP and task tools (e.g., SAP, Monday.com, Odoo).

• Strong executional focus with process improvement experience.

• Excellent communication and attention to detail.

• Experience in system implementation or migration projects.

• Familiarity with Odoo CRM, Sales, or Helpdesk modules.

• Intermediate Excel or dashboarding capabilities.

• Exposure to logistics or production coordination.

Why you should work at Zielinski & Rozen

• History and Innovation: Become part of a company with a rich history and a focus on innovation in the perfume industry.

• Diverse and Dynamic Team: Join a diverse and inclusive team, where different perspectives and backgrounds come together to promote innovation and excellence in artisanal fragrances.

• Unique Brand with Global Impact: Represent a unique brand with a global presence and a strong reputation for quality.

• Career Perspective: As we continue to grow, countless opportunities for professional development arise.

• Start-up Atmosphere: Although the brand has a rich history, we are just beginning in Europe. There is a certain magic in this start-up momentum.

Teamwork and working from the office

At Zielinski & Rozen, we highly value teamwork and personal interaction. Given the pivotal role you will play in fostering collaboration, this position requires working from the office. If you prefer working from home, our current culture may not align with your preferences.