Manager Customer Service Ltd

MANAGER CUSTOMER SERVICE-NAM OUTDOOR

PURPOSE & OVERALL RELEVANCE FOR THE ORGANIZATION

This role is responsible for supporting sales strategies and operational plans to achieve revenue targets and service expectations in addition to driving continuous planning, process, system, and service improvements with the goal of achieving order book transparency and on time deliveries that meet/exceed customer expectations.

KEY RESONSIBILITIES 

• • Proactive end-to-end team management and enhanced orderbook tracking of orders for each customer so that issues can be identified early enough to implement levers to improve delivery and service performance.
  • Develop and maintain strong relationships with all internal departments and coordinate the implementation of the appropriate levers to improve performance.
  • Develop and monitor customer scorecard data while using the info to develop strategies to improve KPI's by changing customer behaviors or adjustment of internal processes.
  • Function as the customer's logistics/operational main point of contact Key Accounts and coordinate the planning and execution of strategies to improve efficiencies, reduce costs and improve service.
  • Proactively monitor DC processing to ensure that the company complies with expected turnaround times and service expectations.
  • Respond to all Key Account customer or sales queries with the highest communication standards and accurate information.
  • Manage, track and resolve all Key Account customer operational issues regarding chargebacks, logistical efficiencies.
  • Establish a team culture of high service standards, customer first, continuous improvement, transparency, and proactive problem resolution.
  • Analyze customer orderbook and identify risks to achieving on time deliveries, sales targets and/or strategic objectives.
  • Use the orderbook analysis and supply availability projections to identify and action purchasing, order fulfillment, distribution and/or inbound prioritization in coordination with related functions.
  • Creation of regular reporting documents to be circulated amongst local and global teams accordingly. Including, but not limited to Monthly Cancels, At-Once tracking, Weekly On-Hand inventory, and overall Outdoor Specialty CS Report. 
     

KNOWLEDGE, SKILLS, AND ABILITIES

• • Analyze data, see trends, and initiate improvement actions.
  • Challenge existing processes and develop unique solutions to problems.
  • Working knowledge of supply chain processes
  • MS Office [Excel/Access, Outlook, Word, PowerPoint]
  • SAP Proficiency 
  • Ability to accept and meet critical deadlines with good planning and organization skills.
  • Ability to challenge the way in which things are done.
  • Ability to effectively interact with all levels of business via phone, written communication and in person.
  • Strong presentation skills. Effectiveness in a variety of formal presentation settings within and outside of the company
  • Motivates and leads team.
  • Flexible and readily adapts to change.
  • Works independently and proactively manages work.
  • Demonstrates a sense of urgency.
  • Differentiates between important vs routine issues/tasks.

REQUISITE EDUCATION AND EXPERIENCE/ MINIMUM QUALIFICATIONS 

• • 4-year degree preferred or 10 years of industry related experience or equivalent combination of education and experience
  • Minimum of 5 years' experience in CS people management role
  • Knowledge of Outdoor Footwear/Apparel industry preferred