Customer Operations Executive

4 weeks ago

Sunderland, United Kingdom Pentland Brands Full time

21 November 2023 Job ID: 1602
- Customer Operations
- Permanent - Full Time
- Sunderland

As a Customer Operations Executive fluent in German, you'll play a pivotal role in servicing accounts and managing operations for Endura Custom clothing, encompassing both direct-to-consumer (D2C) aspects. Reporting to the Customer Operations Team Leader, your responsibility involves ensuring optimal support for internal stakeholders and customers, maintaining exceptional service standards across the board.

The role you’d play:

- Account Ownership: Lead, represent, and manage your portfolio of accounts/customers, ensuring their needs are met efficiently.
- Customer Engagement: Collaborate closely with key partners in your portfolio, fostering strong customer and commercial relationships.
- Order Management: Oversee order placement, logistics, stock allocation, and distribution. Manage VAS requirements, reporting, and communications.
- Process Management: Handle cancellations, credits, debits, returns, and compliance for global logistics. Administer business processes related to order management.
- Data Analysis & Reporting: Provide detailed analysis on order books and Supply Chain using internal and external sources. Utilize SAP and align with Salesforce, D2C ordering portal, and B2B systems.
- Cross-functional Collaboration: Collaborate with the UK Manufacturing facility to ensure orders are processed within specified lead times.
- Customer Service Excellence: Maintain high-quality customer communications, address issues promptly, and manage changes in line with business and customer requirements.

What you’ll bring:

- Fluency in English and German is essential for this role.
- Previous experience in a customer-focused role, preferably in an international setting.
- Proficiency in SAP or similar systems is advantageous.
- Strong analytical skills and advanced Excel proficiency.
- Excellent communication skills across various stakeholders.
- Ability to manage stock, order books, and reporting procedures with attention to detail.
- Understanding of export procedures and documentation is desirable.
- Team-oriented with the ability to work effectively under deadlines.

What you’ll get in return:

- Competitive remuneration package
- Hybrid / smart working
- Brand and retail perks
- Financial perks
- Travel perks
- Time out perks
- Wellbeing commitment

Who we are

We are Pentland Brands, a global business touching the lives of millions through some of the world’s most-loved active and footwear brands. We own Speedo, Berghaus, Canterbury of New Zealand, Endura, Mitre, Ellesse, SeaVees, KangaROOS and Red or Dead.

We have a rich and remarkable history, of family, of ambition and of innovation, of leading from the front with a legacy of outstanding brands and equally outstanding people. Of pioneering brands that make life better. Brands that create an emotional connection with our consumers and help keep people on the move. Brands that do good, that form part of a positive business that takes action for people and planet.

We celebrate differences and give everyone the freedom to innovate and develop because we know this is an exceptional place to build brands and build your career. We want you to come to work every day excited about what we can achieve when we have a clear and single-minded focus on being consumer-centric and relentlessly focused on improving our performance.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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