Reebok is seeking a Sales Operations & Customer Service Manager to lead a dynamic team of customer service executives.
The role is to oversee the day-to-day wholesale customer service function, including assisting all Customer Service Coordinators with questions, concerns and demands that arise regarding orders and accounts.
The Customer Service Manager reports to the Head of Sales Operations and Customer Service.
Sales Operations & Customer Service Manager- The Role:
- Directly supervise and coordinate activities of Customer service coordinators in delivering and executing a high standard of customer service, to both internal and external customers.
- Produce orderbooks focusing on customer requirements and business targets.
- Ensure your team has the tools and training required to successfully do their job by regularly and reviewing their performance.
- Coach and support the team to enable them to become the best they can be. Working on individual development with each team member.
- Have an overview of what is going on in your region and feedback any successes and challenges to the Head of department.
- Keep track of your teams KPIs and support the team in understanding the importance of achieving them.
- Become an “expert” in your customer group.
- Enter orders where required.
- Manage and input customer data including, pricing, part numbers and VAS.
- Analyse order book and inform customers and sales teams of any challenges preventing the orders from shipping.
- Work with sales and logistics teams to identify and resolve any order risk or delays.
- Ensure orders are accurate and as the customer requested them, by reviewing them prior to the shipping window opening.
- Communicate and if necessary, visit key customers on a regular basis to review the shipping season, and prepare for the next one.
- Build and develop strong working relationships with external and internal customers.
- Assist customers with pricing, credits, invoices and terms.
- Provide regular performance reports on key metrics, including order fulfilment rates, customer satisfaction levels, and delays.
- Investigate initial requests for returned items, negotiate with customer to keep items and correct the situation as needed, complete appropriate RA paperwork in timely manner.
- Provide strong support for all sales reps in terms of orderbook management information, and any associated risks to the orders.
- Approve or decline any necessary credits or returns.
- Seek improvements in efficiency and customer experience at every opportunity.
- Oversee and ensure that customer VAS requirements are configured correctly and maintained to ensure customer requirements are consistently met and charge backs are minimized.
- Support the Sales team to ensure any strategic and commercial customer decisions are followed through.
- Deputise in the absence of the Head of department.
Sales Operations & Customer Service Manager- The Person:
- Analytical and reporting capabilities.
- Ability to establish work procedures to improve efficiency and customer satisfaction.
- Good working knowledge of Microsoft Office, in particular, Excel.
- Styleman experience is desirable but not essential.
- Excellent leadership and people management skills.
- Very organized with strong attention to detail.
- Ability to understand and effectively utilize technical information.
- Demonstrate initiative and positive attitude to enhance relationships and increase productivity of individuals and teams.
- Enthusiastic positive person who embraces work with a sense of urgency and persistence.
- Ability to work within a team environment, contributing and sharing best practices, resources and ideas.
- Lead and develop the team.
- Demonstrate decision making capabilities.
- An interest in sports and fashion would be highly beneficial.
This is a great opportunity that does not want to be missed. Please send your CV to m.coote@peoplemarketing.co.uk
If the e mail address is not displayed in this advert, then please contact People Marketing directly on 0115 922 3335 quoting the job reference number, and we shall supply you with the correct address.
Please note that we cannot accept files in excess of 5MB.
We regret that due to the high amount of interest that we receive for each of our vacancies, if you do not hear from one of our consultants within 5 days then unfortunately you have not been shortlisted for this role.