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Additional work information

Buckle and Seam (Jan-July 2018)

Buckle and Seam is the fastest growing direct-to-consumer bag brand in Europe. They mainly sell leather bags for men. I started as an Intern, but soon got high responsibility for the customer service of the company.

Scope of Duties

Customer Service (4 Month)
1. Setup and Customization of Customer Service tool Zendesk
  - Analysis of customer needs and current processes to create a superior customer service experience for both customer and customer service agent.
  - Independently becoming acquainted with the ticketing software Zendesk.(Komplett eingenständiges Einarbeiten in Zendesk)
  - Setup and customizing Zendesk: creating the structure for effective conditional ticket fields, views and macros and automating tasks like email responses.
  - Using additional and relevant ticket fields to capture important data to create meaningful reports.
  - Creation of a customer service user guide.(including how to use and change my internal setup of Zendesk for people after me)
2. Managing customer service | Work as a customer service agent
  - Managing return, repairs, refunds and shipment statuses.
  - Use and optimization of Zendesk (increase productivity and speed of workflow)
Offline Sales (2Month)
1. Research of potential partner stores (offline sales)
  - Using Google Analytics data to determine the most relevant cities within Germany. (10+ Cities researched)
  - Researching the best potential partner stores within these cities
2. Sales/Acquisition of new partner stores
  - Successful emailing and (cold) calling of potential partner stores.
  - Negotiating with store owners and closing deals.

Letter of Reccommondation - Buckle and Seam - Simon Heuschkel.jpeg

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