Supply Chain (Customer Service) Manager
Madrid
About the company: Headquartered in Western Europe, our client is a globally recognized heritage brand with a strong foundation in sports and athletic wear. With a global reach spanning 100 countries and a strong team of +7,000 employees worldwide, this iconic retailer is known for its preppy, classic, and effortlessly chic style.
About the role:
Key responsibilities:
1. Look after your key stakeholders:
1. Work closely with the B2B Commercial Department to nurture a good commercial relationship with B2B customers.
2. Provide the best customer service to the brand’s B2B customers by adhering to global and local guidelines.
3. Keep B2B customers up to date regarding delivery dates and/or changes in their order book, and approach any deviations from the plan with a problem-solving mindset.
4. Handle customer credits, price adjustments, discounts, and payment conditions that have been agreed upon with the line manager.
5. Collaborate with KAMs regarding customer needs, expectations, and follow up visit reports internally.
2. Approach Supply Chain processes with a strong analytical eye:
1. Act as the ERP administrator to oversee the process of all inbound orders in the system, and ensure data (contact details, processing, new enquiries, etc.) is updated on a daily basis.
2. Optimize Customer Order data entry from the B2B Commercial team, giving proactive delivery information to the organization.
3. Ensure the execution of the Return Policy in the system by tracking the agreed returns are properly processed.
4. Implement local logistics/transport processes together with the line manager and respective department while adhering to global guidelines.
5. Maintain a good communication flow with the global HQ regarding order management and customer service.
3. Lead in an effective way:
1. Manage and lead the Customer Service team.
2. Prioritize the day-to-day workload to ensure high-quality service levels.
3. Monitor and adjust staffing levels whenever required.
4. Stay accountable for performance management, people development, and coaching of direct reports.
5. Create weekly and monthly reports needed to track the Customer Service Department’s performance.
6. Provide the Supply Chain Director and other internal stakeholders with a clear, updated picture of the Customer Service Department’s performance (highlighting key achievements and current complexities/challenges).
4. Promote continuous improvement:
1. Get involved in satellite projects and initiatives to provide added value and promote continuous improvement within the Customer Service Department and the overall organization.
About you:
Key requirements:
1. Education level: middle/high (holding a university degree will be preferred, but not a must).
2. Years of experience: 3-5 years of relevant experience in another fashion retailer (experience in fashion will be a must).
3. Languages: fluent in Spanish and English (B2-C1 level).
4. Leadership skills: previous experience leading small to medium-sized teams (10 people max) will be a must.
5. Other skills: excellent Excel capabilities, previous BI tools expertise, great time management skills, strong organizational skills, innate ability to inspire and motivate others.
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