Max Chocolatier is on the quest for a distinguished luxury customer service representative who not only upholds the grace and sophistication of our brand but also takes a proactive approach to customer engagement. In this pivotal role, you will be the artisan of personalized service, meticulously orchestrating bespoke chocolate product projects tailored to the individual tastes and requirements of our clientele. Your expertise in the artful customization of design and packaging will guide our customers in crafting personal luxury experiences that mirror the exquisite quality and uniqueness of Max Chocolatier.
We are seeking a candidate who excels in a refined setting, adept at presenting both themselves and Max Chocolatier with elegance across diverse business landscapes and to individuals at various levels of the corporate ladder. Your role is to foster and deepen customer relationships, shining as a beacon of authentic connection in a marketplace craving for genuine interaction. This position is ideal for those who value meaningful engagement over impersonal transactions.
Key to this role is the ability to work autonomously, taking ownership of client relations and objectives with initiative, always with the Max Chocolatier ethos at heart. You will be expected to lead your clientele, fulfilling their needs with foresight and creativity, while steering clear of cold-calling practices.
Moreover, we require someone passionate about working closely with our clients to unearth and satisfy their deepest desires. Chocolate is our medium of expression, and we aim to assist our clients in conveying their brand or message with unparalleled finesse.
For the dynamic role of a customer service representative at Max Chocolatier, we are seeking a candidate with the ability to excel in the following areas:
• Strategic Client Engagement: Proactively engage with both corporate and private clients across all levels, aiming for a sustainable increase in sales. This involves a comprehensive approach to client acquisition and consulting, ensuring a deep understanding of their needs and how our bespoke chocolate offerings can meet them.
• Key Account Management: Take responsibility for managing and nurturing the relationships within our Key Account portfolio. This includes consistent monitoring and strategizing to meet client needs effectively, ensuring they receive the full benefit of the Max Chocolatier experience.
• Multifaceted Customer Interaction: Employ a versatile approach to communication, catering to customer preferences whether it be over the phone, in-person, via email, or at events. The goal is to always deliver exemplary customer service, making every interaction a reflection of Max Chocolatier's commitment to quality and luxury.
• Brand Advocacy and Sales: Actively promote and sell the Max Chocolatier brand and its products to potential clients through various channels, including phone, email, in-person meetings, and events. This involves not just selling but embodying the brand's values and ethos, ensuring every potential client sees the unique value and luxury that Max Chocolatier brings.
In embracing these responsibilities, the ideal candidate will not only contribute to the growth of Max Chocolatier but also play a crucial role in maintaining the high standards of luxury and personalization that define our brand.
For the comprehensive role at Max Chocolatier, the following key responsibilities are outlined:
• Quote & Order Coordination: Accurately prepare quotes and ensure meticulous coordination and on-time delivery of corporate and private customer orders.
• Custom Project Development: Collaborate closely with the Chef Chocolatier and Brand Team to develop personalized customer projects, guided by the Sales Leader.
• Frontline Communication: Serve as the primary responder to Max Chocolatier's main telephone line, representing the brand's first voice to callers.
• Multichannel Response Handling: Address all customer questions and requests efficiently, whether they come through phone, email, or in-person inquiries.
• CRM Maintenance: Diligently maintain the customer database, ensuring all customer interactions and important information are accurately recorded in our CRM system.
• Corporate Order Management: Oversee the organization of corporate orders, coordinating meticulously with internal and external suppliers and tracking open tasks.
• WAWI System Processing: Manage the workflow from internal orders to invoicing within our WAWI system, ensuring thorough data entry and processing.
• Data Integrity Assurance: Input and maintain all relevant data in the CRM system to prevent any loss of information.
• Subscription Coordination: Manage the monthly chocolate subscription service, ensuring a seamless and delightful experience for subscribers.
• Enquiry and Complaint Resolution: Handle customer inquiries and complaints with professionalism and care, aiming for resolution and customer satisfaction.
• Pick-Up Order Coordination: Organize and communicate details for all pick-up orders to sales personnel at the respective locations.
• Guest Welcoming & Hosting: Receive and host guests at our Event & Design Studio, providing a warm and inviting experience reflective of our brand's values.
Secondary tasks would be:
• Event Team Support: Assist with operational and administrative duties during peak seasons for both corporate and private customer events.
• Boutique Assistance: Provide sales support in the boutique during high-traffic periods or when regular staff are unavailable.
• Event Planning Support: Contribute to the planning and execution of personalized customer events at diverse locations.
• Invoicing & Billing: Manage invoicing, billing, and the follow-up on overdue payments.
• Chocolate Tastings Facilitation: Lead chocolate tastings for corporate and private clients fluently in German and English.
• Business Development Support: Assist the General Manager with various business development projects.
• New Customer Acquisition: Engage in initiatives to attract new clientele.
Sales & Marketing Execution: Take an active role in implementing sales and marketing projects and campaigns
The ideal candidate for the customer service representative role at Max Chocolatier will possess the following qualifications and skills:
• Educational Background: A bachelor's degree or equivalent in a relevant field.
• Presentation Skills: Strong capabilities in presenting ideas and concepts effectively.
• Organizational Aptitude: Proficiency in planning with a keen sense of organization.
• Passion for Excellence: A genuine enthusiasm for consulting, connecting with people, and a love for high-quality chocolate products.
• Luxury Service Experience: Prior experience in the luxury sector, delivering high-end customer service.
• Proactive Nature: A self-starter with an eye for detail, independence, and a desire for continual learning.
• Multitasking & Resilience: The ability to juggle various tasks and work well under pressure, maintaining composure and a friendly demeanor.
• Customer-Centric Approach: A strong focus on customer needs, coupled with the flexibility and willingness to work weekends or evenings, particularly during peak seasons or special events.
• Linguistic Proficiency: Excellent command of German and English, both written and spoken; knowledge of French is considered an asset.
• Technical Skills: Good working knowledge of MS Office suite.
• Data Entry Skills: Experience with efficient and accurate data entry.
• Driver's License: Possession of a category B driving license.
At Max Chocolatier, we are dedicated to not just crafting chocolate, but also creating unforgettable moments of luxury for our clients. If you share our commitment to excellence, natural ingredients, and bespoke services, we invite you to join us in making each chocolate experience extraordinary and to send us your CV and motivation letter.