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:
* Look after your key stakeholders:
o Work closely with the B2B Commercial Department to nurture a good commercial relationship with B2B customers;
o Provide the best customer service to the brand's B2B customers by adhering to global and local guidelines;
o 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;
o Handle customer credits, price adjustments, discounts, and payment conditions that have been agreed upon with the line manager;
o Collaborate with KAMs regarding customer needs, expectations, and follow up visit reports internally.
* Approach Supply Chain processes with a strong analytical eye:
o 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;
o Optimize Customer Order data entry from the B2B Commercial team, giving proactive delivery information to the organization;
o Ensure the execution of the Return Policy in the system by tracking the agreed returns are properly processed;
o Implement local logistics/transport processes together with the line manager and respective department while adhering to global guidelines;
o Maintain a good communication flow with the global HQ regarding order management and customer service.
* Lead in an effective way:
o Manage and lead the Customer Service team;
o Prioritize the day-to-day workload to ensure high-quality service levels;
o Monitor and adjust staffing levels whenever required;
o Stay accountable for performance management, people development, and coaching of direct reports;
o Create weekly and monthly reports needed to track the Customer Service Department's performance;
o 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).
* Promote continuous improvement:
o 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:
* Education level: middle/high (holding a university degree will be preferred, but not a must).
* Years of experience: 3-5 of relevant experience in another fashion retailer (experience in fashion will be a must).
* Languages: fluent in Spanish and English (B2-C1 level).
* Leadership skills: previous experience leading small to medium sized teams (10ppl max) will be a must.
* Other skills: excellent Excel capabilities, previous BI tools expertise, great time management skills, strong organisational skills, innate ability to inspire and motivate others.
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