Role Summary:
Reebok is seeking a Customer Service Manager to lead a dynamic team of customer service executives. The role of Customer Service Manager is to oversee the day-to-day customer service function, including assisting all Customer Service Coordinators with questions, concerns and demands that arise regarding orders and accounts. The Customer Service Manager reports to the Head of Sales operations and Customer Service.
Sales Operations & Customer Service Manager- The Role:
* Directly supervise and coordinate activities of Customer service coordinators in delivering and executing a high standard of customer service, to both internal and external customers.
* Produce orderbooks focusing on customer requirements and business targets.
* Ensure your team has the tools and training required to successfully do their job by regularly and reviewing their performance.
* Coach and support the team to enable them to become the best they can be. Working on individual development with each team member.
* Have an overview of what is going on in your region and feedback any successes and challenges to the Head of department.
* Keep track of your teams KPIs and support the team in understanding the importance of achieving them.
* Become an “expert” in your customer group.
* Manage and input customer data including, pricing, part numbers and VAS.
* Analyse order book and inform customers and sales teams of any challenges preventing the orders from shipping. Work with sales and logistics teams to identify and resolve any order risk or delays.
* Ensure orders are accurate and as the customer requested them, by reviewing them prior to the shipping window opening.
* Communicate and if necessary, visit key customers on a regular basis to review the shipping season, and prepare for the next one.
* Build and develop strong working relationships with external and internal customers.
* Assist customers with pricing, credits, invoices and terms.
* Provide regular performance reports on key metrics, including order fulfilment rates, customer satisfaction levels, and delays.
* Investigate initial requests for returned items, negotiate with customer to keep items and correct the situation as needed, complete appropriate RA paperwork in timely manner.
* Provide strong support for all sales reps in terms of orderbook management information, and any associated risks to the orders.
* Approve or decline any necessary credits or returns.
* Seek improvements in efficiency and customer experience at every opportunity.
* Oversee and ensure that customer VAS requirements are configured correctly and maintained to ensure customer requirements are consistently met and charge backs are minimized.
* Support the Sales team to ensure any strategic and commercial customer decisions are followed through.
Sales Operations & Customer Service Manager- The Person:
* Analytical and reporting capabilities.
* Ability to establish work procedures to improve efficiency and customer satisfaction.
* Good working knowledge of Microsoft Office, in particular, Excel.
* Excellent leadership and people management skills.
* Ability to understand and effectively utilize technical information.
* Demonstrate initiative and positive attitude to enhance relationships and increase productivity of individuals and teams.
* Enthusiastic positive person who embraces work with a sense of urgency and persistence.
* Ability to work within a team environment, contributing and sharing best practices, resources and ideas. Lead and develop the team.
* Demonstrate decision making capabilities.
An interest in sports and fashion would be highly beneficial for this role