Senior Customer Service Consultant

Step into a role where customer excellence, collaboration, and continuous development come together. As our next Senior Customer Service Consultant, you will play a key role in delivering outstanding service experiences, supporting customers across multiple channels, and helping drive continuous improvement within our customer service operations. Meet your future team You will join our Customer Service team in VELUX Latvia, working closely with colleagues across Sales, Aftersales, Marketing and regional functions. Our team is dedicated to providing professional support to end users, construction companies, wholesalers, and dealers, ensuring an excellent customer experience throughout the customer journey. As a Senior Customer Service Consultant, you will not only handle complex customer interactions but also share your expertise with colleagues, contribute to regional and global projects, and support the ongoing development of customer service processes and systems. What we offer In this role, you will have the opportunity to make a direct impact on customer satisfaction while developing your expertise in customer service, technical product support, and cross-functional collaboration. You will work in an international environment where knowledge sharing, teamwork, and continuous improvement are highly valued. More specifically your tasks will be to: Provide professional customer service through phone, email, ticketing systems, chat, and showroom interactions. Process customer orders in SAP and prepare commercial offers. Advise customers on product solutions, logistics matters, and general inquiries. Manage end-user leads, including registration, consultation, and follow-up activities. Handle customer complaints and support claim resolution processes. Maintain and update customer master data in the CRM system. Cooperate closely with the Aftersales team and other business functions to achieve customer service and business KPIs. Act as a subject matter expert in designated systems or processes. Support customer service colleagues within the local organization and regional cluster. Deliver internal training and contribute to onboarding and knowledge sharing activities. Participate in regional and global projects and continuous improvement initiatives. Update and maintain internal knowledge databases and process documentation. Supporting in administrative tasks at the office Occasionally represent VELUX at fairs, exhibitions, and partner events. What you will bring You thrive in a customer-focused environment and enjoy finding solutions through collaboration, communication, and continuous learning. We are looking for a versatile and hands-on professional who is comfortable balancing operational tasks, customer interactions, process improvements, and knowledge-sharing activities. You combine strong interpersonal skills with a structured, proactive, and pragmatic approach to your work Moreover, we expect that you: Have a minimum of secondary education. Communicate confidently in English, both written and spoken. Have experience working with customers and a strong customer-oriented mindset. Demonstrate excellent communication, presentation, and conflict management skills. Are comfortable working with Excel, Outlook, PowerPoint, Word, and customer service systems. Have an analytical mindset with strong problem-solving capabilities. Show interest in technical products and product solutions. Work accurately, proactively, and with a high level of accountability. Learn quickly and adapt effectively to changing priorities. Enjoy collaborating across teams and contributing to a positive team environment. Nice to have: Knowledge of Russian language Salary ranges for the position 2000 - 2300 EUR Ready to apply? Learn more about the VELUX Group online at www.velux.com where you can read more about working at our company and what to expect of our recruitment process. We look forward to receiving your application and CV as soon as possible. We are conducting interviews on an ongoing basis until we have the right match. All inquiries will be treated confidentially. About VELUX In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the roof window category, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air. The VELUX Group is an international, family-owned business with strong financial roots and each year we can create real impact by reinvesting in society, our employees and planet through our foundations. With 20 production companies in 12 countries and sales companies in 37 countries, our products are widely available. We employ around 12,000 people, and our company is headquartered in Denmark. Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world. Equal Opportunity Employer At VELUX Residential, we believe in fostering a diverse workplace for everyone to thrive, develop, and perform at their best, and where you feel welcome, respected, and valued. We are committed to providing equal opportunities for all whether you are applying for a role or already a part of VELUX Residential. That means we recruit, hire, train, and promote people based on their skills and potential without regard to race, color, religion, sex, age, neurodiversity, disability, protected veteran status, national origin, sexual orientation or any other basis prohibited by applicable law. We value diversity and strive to ensure that our employment decisions are fair and inclusive, focusing only on what truly matters: your qualifications and how you can contribute to our shared mission and success.