Thermomix® USA · 7 hours ago
Customer Service Specialist
Dallas, TX
Full-time
Onsite
Mid, Senior Level
3+ years expThermomix® USA is seeking a Customer Service Specialist to deliver exceptional, personalized support that reflects the brand’s premium standard. The role involves fostering customer relationships, resolving issues, and maintaining product knowledge to enhance the customer experience.
Health CareRetail
Responsibilities
Foster positive relationships with customers, consultants, and other internal departments by delivering friendly, engaging, and personalized support
Proactively follow up on unresolved cases, ensuring customers/consultants receive timely updates and solutions
Gather customer/consultant feedback and report trends to leadership to improve products, services, and processes
Stay up to date on company policies, including warranty coverage, returns, and product updates, to provide accurate information
Ensure compliance with customer data protection policies, maintaining confidentiality and security standards
Engage in ongoing training and upskilling, leveraging resources in Microsoft Teams or internal learning platforms (Zendesk Knowledgebase, Confluence & Teams)
Adapt to new tools and processes, ensuring efficiency as technology and business needs evolve
Deliver Outstanding Customer Support: Represent the Thermomix brand with professionalism and excellence across multiple communication channels, including voice calls, emails, live chat, social media, and online inquiries. Ensure all interactions align with the company’s commitment to exceptional customer experiences
Drive Sales Opportunities: Efficiently transfer any customer interested in purchasing a Thermomix to the sales team with urgency. Ensure potential buyers receive prompt and accurate information to facilitate a seamless purchasing experience
One-Touch Resolution Goal: Provide swift and effective solutions to customer inquiries with an emphasis on resolving issues during the first interaction, reducing the need for follow-ups
Product Expertise & Technical Troubleshooting: Maintain in-depth knowledge of Thermomix products and accessories, confidently guiding customers through troubleshooting steps via email, phone, and chat. Ensure customers can effectively use and maximize their product’s capabilities
Warranty & Repairs Facilitation: Act as a liaison between customers and the repair center, ensuring repairs are processed efficiently while adhering to warranty guidelines and company policies. Communicate repair timelines, procedures, and expectations clearly
Stay Current on Promotions & Software Updates: Keep up to date with all customer and consultant promotions, software enhancements, and product updates to provide accurate information and guidance
Customer Retention Efforts: Actively engage with customers who request to cancel or return their orders, utilizing exceptional communication and problem-solving skills to address their concerns, provide solutions, and retain the sale whenever possible
Fraud Prevention & Order Auditing: Utilize internal systems to conduct fraud checks, evaluate security risks, audit orders, and manage unpaid order collections while adhering to company policies
Understand the in-home demo process, cooking classes, and training methods to effectively support sales efforts
Collaborate closely with Sales Operations to ensure accurate calculation of commissions and to gain insights from metrics and reporting regarding consultants
Work with the Accounting department to facilitate the payout of commissions, manage consultant banking, and handle Smart Start related issues
Diagnose system issues, troubleshoot software releases, and assist in prioritizing technical fixes
Support outbound marketing campaigns and customer engagement initiatives across multiple channels
Use shipping software and vendor platforms to track, audit, recall, pay for, and manage shipments. Ensure orders are processed accurately and delivered on time
Gather and analyze data for ad hoc projects, providing insights and reporting to management or other teams as needed. Present findings during monthly or organizational meetings when required
Contact customers to encourage product usage, enhance satisfaction, and request referrals, fostering brand loyalty and advocacy
Open to working evenings, alternating weekends, and onsite as required to meet business needs
Develop an understanding of consultant commission structures to assist with incentive-related inquiries
Handle escalated customer concerns with professionalism, ensuring resolutions align with Thermomix’s values and commitment to customer satisfaction
Customer service is metrics-based, and agents are required to meet minimum standard requirements in order to maintain employment. This includes achieving key performance indicators (KPIs) related to customer satisfaction, such as call/ticket resolution time, and overall productivity, quality assurance and any other assigned by leadership
Maintain excellent attendance, including required onsite presence, to ensure uninterrupted customer service operations
The agent is required to perform all other assigned tasks as requested, ensuring adaptability and a willingness to support various aspects of customer service operations
Qualification
Required
A minimum of 3 years of experience in a call center environment, preferably in a lead or senior agent role
Former experience in e-commerce or direct sales customer service is required
Fluency in English is required
English + Spanish speakers are highly encouraged to apply
Utilize Zendesk efficiently to manage customer interactions, via phone, email chat and messaging support, categorize tickets, and track resolution progress
Leverage Shopify and Shiphero for order fulfillment, tracking, and inventory updates
Access consultant accounts using Exigo, ensuring accurate records and sales history
Use SAP for data management, inventory updates, and order maintenance
Coordinate with IT via JIRA, logging system issues or bugs that affect customer/consultant experience
Manage internal communications and collaboration through Microsoft Teams
Draft and send professional email communications using Microsoft Outlook
Utilize Microsoft Office tools (Word, Excel, PowerPoint) to create reports, track customer interactions, training and reporting materials
Coordinate with IT via Service Now logging system issues or issues that affect customer/consultant experience within Cookidoo App
Company
Thermomix® USA
Thermomix® was invented in 1971 by Hansjorg Gerber, Thermomix® USA is a subsidiary of Thermomix® which is focused on improving life everywhere we call home.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Fredrik Lundqvist
CEO
Recent News
2025-09-03
2025-09-02
Company data provided by crunchbase