Castore exists for one single reason – to make athletes better. Our ethos is built upon the philosophy of BETTER NEVER STOPS, an ideal deeply infused in our DNA and something we strive to live every single day. We utilise advanced engineering and unique technical fabrics to create the highest quality sportswear in the world for athletes who demand the very best. Designed with a passion for innovation with specialist features to help to optimise athletic performance in all conditions.
The founders’ vision is to build Castore into a brand respected across the globe for a deep and unrelenting commitment to engineering the highest quality sportswear in the world, with no stone left unturned in its search for innovation and performance enhancement.
The sportswear market has been dominated by a small clique of mass-market brands and the vision is for Castore to be a premium alternative to these, the natural brand of choice for discerning athletes who demand the very best.
The Role
As a rapidly scaling business unit within the Castore brand, we are looking to add a Teamwear Customer Operations Manager with a proven background/specialism in Customer Operations / Customer Services to help facilitate the creation of a best-in-class Customer Operations team and infrastructure for the Castore Teamwear Business Unit.
As Teamwear Customer Operations Manager, you will be an expert in your field, working hand in hand with our Commercial, Graphics, Merchandising and Warehouse teams as well as our dedicated 3rd party partners to create and maintain our Customer Operations function. You will play a pivotal role in ensuring the smooth delivery of our products and services to our customer base and key partners, striving to meet and exceed customer expectations at all times. Your primary responsibility will be planning, coordinating, and executing all activities involved in delivering products and services in line with customer requirements.
You will be expected to deliver a high-quality service to our customers and internal stakeholders, whilst driving efficiencies, standardization of processes and continuous improvement across the entire team. The Customer Operations function will be the heartbeat of our Teamwear Business unit, the go to team for all customer related activity.
You will lead in driving operational excellence and a customer centric approach to Teamwear within Castore, ensuring orders are delivered OTIF.
You will lead the creation of this function, developing both short and longer term strategies and report directly into the Teamwear Operations Director.
Responsibilities
·Own and manage the end-to-end customer fulfilment process from order to delivery, resolving any operational issues along the way and keeping our customers informed throughout.
·Create, implement and continuously improve ways of working that ensure the Customer Operations team can effectively and efficiently own the end-to-end customer fulfilment process.
·Be the main point of contact for all customer orders, providing the highest level of service and orderbook management to our customers and internal stakeholders.
·Establish the team as the day-to-day link between the customer and the Castore Teamwear Business Unit.
·Create and then own the process for regular reconciliation of orderbooks, ensuring all key stakeholders internally and externally are regularly updated on latest outlook as well as flagging and managing any arising issues.
·Ensure monthly Buy Calendar critical paths are adhered to and seasonal order deadlines are met, working collaboratively with the Commercial team to ensure Sales Orders, Trade Terms, Requested Delivery Dates are all aligned and uploaded onto our ERP system so our Merchandising department can place Vendor POs on time.
·Oversee the collation of all Sales Order data, ensuring a consistent format and accurate data entry into ERP systems.
·Ensure that all orders are invoiced accurately and that you resolve any credit queries effectively.
·Create and own the DC forecasting model, with your Merchandising counterpart, to provide regular forecasts to our DC that captures customer delivery requirements vs inbound movements to enable the DC to maximise resource and capacity depending on forecasted volume.
Skills & Qualities
The Type of Person:
Someone who can confidently and consistently adapt to the changing demands of the department.
You will need a real can-do attitude, leading by example to instil the same attitude across your team.
Someone who is keen to learn and develop with the role, who has a growth mindset and a passion for continuously striving to deliver better results as we grow.
Able to demonstrate excellent problem-solving skills and experience in building and using KPIs and objectives to drive excellence.
A people leader with hands on experience and proven leadership skills, operational expertise, and commercial awareness. whilst bringing your team on the journey with you therefore building trust amongst your team and customers alike.
Essential Knowledge and Experience:
·Experience of working in a similar role, where the delivery of goods has been central to your responsibilities.
·Experience of working in a customer services / customer operations team.
·Experience working with 3rd party handlers.
·Ability to work cross-functionally, liaising with peer groups across the business, drive continuous improvement and change of process.
·Must be comfortable in a fast-paced and ever-changing business environment.
·Excellent planning and organisation skills.
·Flexible approach and willingness to further learn & adapt in a fast pace growing business.
·Experience working with internal business management software (E.g.: SAP/Oracle Net Suite/Microsoft Navision)
Personal Qualities:
·A genuine interest in sport would be desirable as it helps you understand the customer’s needs.
·Ambitious and passionate towards your role as there is scope for both personal development and role expansion.
·A genuine ‘can do’ attitude & a natural problem solver. Things go wrong, it’s how you deal with it that counts.
·Ability to take initiative and can be trusted to take matters into their own hands.
·Excellent computer literacy (Microsoft suite) Excel, Word, Outlook.
·Excellent interpersonal skills.
·Excellent attention to detail.
·Organisation, planning, able to juggle multiple projects at once.
·Be a team player.
·Share in our ambitious outlook. Helps us grow, don’t hold us back.
·Have a Better Never Stops Attitude.
What We Offer
•Competitive salary
•Discretionary bonus scheme
•25 days annual leave (plus bank holidays)
•An opportunity to work with global sporting partners
•A chance to build a career with a fast paced, high growth brand
•Employee assistance programme
•Generous staff discount
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