Customer Operations Manager
4 weeks ago
Castore exists for one single reason to makeathletes better. Our ethos is built upon the philosophy of BETTERNEVER STOPS an ideal deeply infused in our DNA and something westrive to live every single day. We utilise advanced engineeringand unique technical fabrics to create the highest qualitysportswear in the world for athletes who demand the very best.Designed with a passion for innovation with specialist features tohelp to optimise athletic performance in allconditions.
The founders vision is to buildCastore into a brand respected across the globe for a deep andunrelenting commitment to engineering the highest qualitysportswear in the world with no stone left unturned in its searchfor innovation and performance enhancement.
Thesportswear market has been dominated by a small clique ofmassmarket brands and the vision is for Castore to be a premiumalternative to these the natural brand of choice for discerningathletes who demand the verybest.
TheRole
As a rapidly scaling businessunit within the Castore brand we are looking to add a TeamwearCustomer Operations Manager with a proven background/specialism inCustomer Operations / Customer Services to help facilitate thecreation of a bestinclass Customer Operations team andinfrastructure for the Castore Teamwear BusinessUnit.
As Teamwear Customer Operations Manager youwill be an expert in your field working hand in hand with ourCommercial Graphics Merchandising and Warehouse teams as well asour dedicated 3rd party partners to create and maintain ourCustomer Operations function. You will play a pivotal role inensuring the smooth delivery of our products and services to ourcustomer base and key partners striving to meet and exceed customerexpectations at all times. Your primary responsibility will beplanning coordinating and executing all activities involved indelivering products and services in line with customerrequirements.
You will be expected to deliver ahighquality service to our customers and internal stakeholderswhilst driving efficiencies standardization of processes andcontinuous improvement across the entire team. The CustomerOperations function will be the heartbeat of our Teamwear Businessunit the go to team for all customer related activity.
You will lead in driving operational excellenceand a customer centric approach to Teamwear within Castore ensuringorders are delivered OTIF.
You will lead thecreation of this function developing both short and longer termstrategies and report directly into the Teamwear OperationsDirector.
Responsibilities
Ownand manage the endtoend customer fulfilment process from order todelivery resolving any operational issues along the way and keepingour customers informed throughout.
Createimplement and continuously improve ways of working that ensure theCustomer Operations team can effectively and efficiently own theendtoend customer fulfilment process.
Be themain point of contact for all customer orders providing the highestlevel of service and orderbook management to our customers andinternal stakeholders.
Establish the team asthe daytoday link between the customer and the Castore TeamwearBusiness Unit.
Create and then own the processfor regular reconciliation of orderbooks ensuring all keystakeholders internally and externally are regularly updated onlatest outlook as well as flagging and managing any arisingissues.
Ensure monthly Buy Calendar criticalpaths are adhered to and seasonal order deadlines are met workingcollaboratively with the Commercial team to ensure Sales OrdersTrade Terms Requested Delivery Dates are all aligned and uploadedonto our ERP system so our Merchandising department can placeVendor POs on time.
Oversee the collation of allSales Order data ensuring a consistent format and accurate dataentry into ERP systems.
Ensure that all ordersare invoiced accurately and that you resolve any credit querieseffectively.
Create and own the DC forecastingmodel with your Merchandising counterpart to provide regularforecasts to our DC that captures customer delivery requirements vsinbound movements to enable the DC to maximise resource andcapacity depending on forecastedvolume.
Skills &Qualities
The Type ofPerson:
Someone who can confidentlyand consistently adapt to the changing demands of thedepartment.
You will need a real cando attitudeleading by example to instil the same attitude across your team.
Someone who is keen to learn and develop withthe role who has a growth mindset and a passion for continuouslystriving to deliver better results as wegrow.
Able to demonstrate excellentproblemsolving skills and experience in building and using KPIs andobjectives to drive excellence.
A people leaderwith hands on experience and proven leadership skills operationalexpertise and commercial awareness. whilst bringing your team onthe journey with you therefore building trust amongst your team andcustomers alike.
Essential Knowledgeand Experience:
Experience of workingin a similar role where the delivery of goods has been central toyour responsibilities.
Experience of working ina customer services / customer operationsteam.
Experience working with 3rd partyhandlers.
Ability to work crossfunctionallyliaising with peer groups across the business drive continuousimprovement and change of process.
Must becomfortable in a fastpaced and everchanging businessenvironment.
Excellent planning and organisationskills.
Flexible approach and willingness tofurther learn & adapt in a fast pace growingbusiness.
Experience working with internalbusiness management software (E.g.: SAP/Oracle Net Suite/MicrosoftNavision)
PersonalQualities:
A genuine interest in sportwould be desirable as it helps you understand the customersneeds.
Ambitious and passionate towards your roleas there is scope for both personal development and roleexpansion.
A genuine can do attitude & anatural problem solver. Things go wrong its how you deal with itthat counts.
Ability to take initiative and canbe trusted to take matters into their own hands.
Excellent computer literacy (Microsoft suite)Excel Word Outlook.
Excellent interpersonalskills.
Excellent attention todetail.
Organisation planning able to jugglemultiple projects at once.
Be a team player.
Share in our ambitious outlook. Helps us growdont hold us back.
Have a Better Never StopsAttitude.
What WeOffer
Competitivesalary
Discretionary bonusscheme
25 days annual leave (plus bankholidays)
An opportunity to work with globalsporting partners
A chance to build a careerwith a fast paced high growth brand
Employeeassistance programme
Generous staffdiscount
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