Behind the scenes
"People have to be up for making a difference".
by Daniel Borchers
"I'm a pro at resetting"
9.6.2022
Translation: machine translated
"Sometimes it rattles," says Sabine Fillmann. "But in the end, we're like a family." Sabine is a Senior After Sales Handling Professional at Galaxus in Krefeld and has been with the company since it began in November 2018. She was already shipping packages when there were only three employees at the logistics center on Hans-Günther-Sohl-Strasse. Today there are more than 100 and the work in the returns department has become much more professional. Sabine tells us about the challenges and how she
Sabine, you are a Senior After Sales Handling Professional. What does that mean?
If customers don't like an item or it's broken, they can return it free of charge. In After Sales, we check these returns and process them. The items then go back into sales or are repaired if necessary. The customer then gets his money back, of course.
What are the biggest challenges in your job?
On the one hand, training employees, but also exposing fraudsters. When I started, there were only three of us and if you shouted "Echo" in the hall, it came back. Today, the hall is full of products and around 100 employees. The new people have to be trained, and that takes time.
What do you mean by fraudsters?
Unfortunately, there are online shoppers who return every order and complain about every item in order to gain advantages. Some even send back fake products. For example, I already had a fake iPhone in the box here. You have to develop a sensitivity for the items and I also have to sensitize my colleagues accordingly.
What kind of person do you have to be to do your job well?
Patience is certainly helpful, some returns are processed in three minutes, others can take considerably more time. Being able to work in a team is important, as we also have to be flexible. If several people in a particular department are sick, we have to be able to step in sometimes. You have to be willing to help out somewhere else and learn new things.
How do you take care of your personal work-life balance?
Last summer, I rediscovered cycling for myself. I have a Dutch bike, an old "Gazelle," and cycling is a lot of fun. Also my four budgies bring me down after work. Swimming and walking are also a lot of fun for me. And from my EDU points, which Galaxus provides, I bought a book on the seven "pillars of resilience".
Thank you for the interview.
Click hereto see the job offers at Galaxus in Germany.
Daniel Borchers
Senior Communications Manager
Daniel.Borchers@galaxus.deA soft spot for good series, loud music, science fiction and (second division) football. As PR Manager, I am available to answer journalists' questions about Galaxus and honest e-commerce.
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