Arlo Europe, part of Verisure, is seeking a talented, hands-on and Customer Order Service Intern. The role will be based in Madrid, Spain, will report directly into the Customer Order Service Coordinator, Arlo Europe.
The role will be expected to make an immediate impact and evolve as the business continues to grow. This is an exciting opportunity for a motivated, highly energized, and dynamic individual to contribute meaningfully from the start.
The company's success depends on its people, and it invests in them every day. Working with Verisure is being part of an industry leading world-class company that has a strong entrepreneurial spirit.
Strategic context and Value proposition
Verisure is the leading provider of monitored security solutions in Europe. In 2019, we formed a strategic partnership with Arlo, a world leader in connected cameras. Verisure acquired all rights to Arlo's European business, particularly the exclusive distribution rights for Arlo branded camera products for all sales channels in Europe, including e-commerce and retail. Additionally, Verisure is entering into a supply agreement with Arlo whereby we get access to the full portfolio and past and future innovation stream of Arlo camera products to sell through the Verisure direct or partner channels across all our countries.
Today, Verisure does not focus on e-commerce and retail channels.Instead, we drive our core go to market channels: direct field sales, alliances and telesales.The acquisition of Arlo Europe now gives us a strong leadership position in these two emerging and important channels for our business. This transaction has strategic importance.Camera led subscription services building on surveillance versus professionally monitored security are now creating attractive incremental growth opportunities.
Arlo Europe is a newly acquired division that is the leader on the Smart Home Market in Europe. We provide peace of mind to our customers for them to have total control over the protection of the things and ones they love. Pioneering, professional grade technology and industry leading AI allows them to stay connected to their property from wherever they are, so they can rest easy knowing everything is safe and secure. Whether it's keeping an eye on packages, checking the wellbeing of family or deterring and preventing unwelcome visitors, Arlo prides itself on giving customers the most accurate view on what's going on when they are away.
Responsibilities
The Customer Order Service Intern will be deeply involved in daily operations for all facets of customer service, sales and logistical support as part of the European Order Management team.
The successful candidate will be responsible for aspects of customer order services, sales and logistical support for our Retail, Commercial and Service Provider partners with the primary focus on Amazon returns and General Amazon disputes in Vendor central, managing the process to successful completion.
Responsibilities will include:
* Administer the lifecycle of sales order/RMA and database management from order bookings through fulfilment/return of hardware shipments in Oracle.
* Review Returns in AMZ Vendor central and upload new requests into Oracle for processing.
* Share Returns information with 3PL provider.
* Work with provider on all returns reconciliation.
* Identify all returns not physically received and raise claim/dispute in Vendor central.
* Identify all returns with shortages and raise claim/disputes in Vendor central.
* Close successful AMZ returns in Oracle.
* Work closely with Finance team to close open RMA's.
* Arrange shipping of incorrect returns back to AMZ and create disputes.
* Work with sales team on overstock returns.
* Collaborate with third party logistics on key functional areas.
* Team with IT on business system performances and enhancements to drive automation.
* Generate monthly KPIs, analyses and reporting as required.
Location
New hire will be based in Madrid, Spain (Hybrid).
Reports and organization structure
Direct reporting line into the Customer Order Service Coordinator, Arlo Europe.
Candidate profile
Experiences and Qualifications
* Must be able to work effectively in a high volume, multi-tasking & fast-paced environment with all levels of management, both internal and external.
* Capable of building productive relationships internally and externally across management and functional levels.
* Excellent interpersonal and communication skills, both written and verbal.
* Strong team player with a passion for driving process improvement.
* Bachelor's Degree from an accredited University/College preferred but will consider a combination of education and experience.
Competencies
* Ability to work autonomously in a fast-paced international environment
* Highly motivated with excellent analytical skills
* Structured and high attention to detail
* Organized and with an appetite for improving existing processes
* An enthusiastic and high energy individual with a strong drive to create a positive work environment
* Excellent written and oral presentation and communication skills
* Humble and "team-player"
* Fluency in English and Spanish
Strong fit with our Company DNA
* Passionate in Everything We Do: Our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.
* Committed to Making a Difference: When we say we will do something; we deliver with excellence. We are accountable, focused and operate with discipline.
* Always Innovating: We believe that Innovation can be big or small; it's a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously.
* Winning as a Team: Our people know that by leveraging one another's strengths, investing in and developing our team's capability and by collaborating well, we will win.
* With Trust & Responsibility: Operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.
The Company
Diversity & Inclusion
Verisure is an equal opportunities employer. We recognize the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help.
We Are People Who Protect People
We are the leading provider of professionally monitored alarms for residential households and small businesses in Europe.
Peace of mind for families and small businesses
We believe it is a human right to feel safe and secure. We now protect more than 5 million families and small businesses. Our service includes 24/7 monitoring, expert verification and response, customer care, service and maintenance services, and professional technical support. As well as protecting against intrusion, we protect against fire, attack, theft, life-threatening emergencies and other hazards. Verisure people are dedicated and committed and provide what we believe is the best customer service in the industry.
Leading across a broad footprint
We are the leading provider of residential and small business monitored alarms in Europe. We operate in 17 countries across Europe and Latin America. Our business is driven by organic growth, based on our differentiated business model. We attract high quality customers. We work hard to ensure that our customers are happy. This contributes to an industry leading level of attrition and a long customer lifetime.
A technology-enabled human services company
Our 26,000 team-mates are the foundation of our company. Our business model combines technology and human expertise to protect people. We are a human services company. More than 80% of our colleagues interact with customers every day. This connection provides the insight that inspires our innovation. These insights are a source of advantage. We leverage these insights with the significant investment we make into product and service innovation. The close customer contact also fuels the pride which drives engagement.
35 years of experience – and many more to come
We have been protecting what matters most since 1988. Over that time, we have expanded beyond our roots in the Nordics and Spain. We now serve most of Europe and have also established a strong presence in Latin America. In 2017, to evolve our operating model, strategic innovation, operational excellence and access to talent, we opened our new Group headquarters in Geneva, Switzerland. In 2019, we formed a strategic partnership with Arlo, a world leader in connected cameras. Verisure acquired all rights to Arlo's European business. This allows us to offer connected camera services in Europe as a complement to our professionally monitored security service. It also allows us to access new go-to-market opportunities in retail and e-commerce.