Customer Service Manager, Nordics
New Balance
Dato: for 1 uge siden
By: Aalborg, Region Nordjylland
Kontrakttype: Fuld tid
Who We Are:
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.
JOB MISSION:
This role will manage and develop a Customer Service team across two locations who deliver exceptional service in a fast-paced environment. You will develop strong relationships with our wholesale partners and act as an ambassador for the New Balance brand. Given the size of the team, the role also requires hands-on customer service account management as part of this position.
MAJOR ACCOUNTABILITIES:
Customer & Relationship Management
New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.
If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.
JOB MISSION:
This role will manage and develop a Customer Service team across two locations who deliver exceptional service in a fast-paced environment. You will develop strong relationships with our wholesale partners and act as an ambassador for the New Balance brand. Given the size of the team, the role also requires hands-on customer service account management as part of this position.
MAJOR ACCOUNTABILITIES:
Customer & Relationship Management
- Develop and maintain an understanding of our wholesale business environment and individual customer business needs. Working with regional wholesale partners and our commercial teams
- Build collaborative relationships with customers and colleagues (Logistics, Purchasing, Sales, IT, Finance, Marketing)
- Be the champion for creating a customer focused environment throughout the business (not just within Customer Services) that ensures a timely response to all customer needs and concerns
- Maintain appropriate measures and reports (KPI, SLA) to evaluate and control performance in relation to customer service deliverables and customer satisfaction rating
- Deliver superior customer service through quick issues resolution and proactive management of supply chain issues and resolutions
- Identify process improvement opportunities and drive their enhancement through agile and lean principles. Participate in functional capability building initiative. Simplify complex situations
- Manage the creation, maintenance and execution (conversion) of the order book through the supply chain, ensuring compliance with agreed customer service standards and value added service strategy
- Takes corrective action with all departments to resolve issues/constraints to order book conversion as identified through KPI/SLA analysis
- Oversees Invoice Projection and measures of accuracy to deliver reliable forecasts to the Business
- Managing a team of 5 (partially remote)
- Provide necessary leadership and coaching to support the team in achieving their individual and team objectives
- Provide regular 1-1s, coaching and feedback
- Manage day to day activities of customer services team
- Provide necessary training and development opportunities for all reports as appropriate
- Track record of managing a customer service team with a thorough understanding of the commercial dimension of the role
- Background in a supply chain or wholesale environment rather than call centre
- A customer-oriented mindset and focus on customer satisfaction
- A can-do mentality, being result oriented and proactive in responding to the team and in dealing with customers
- Excellent skills for communicating and relating with both colleagues and customers
- Team player with strong people management skills
- Demonstrates resilience, determination, and ability to self-manage
- Ability to work in a fast-paced environment
- Able to work in partnership with sales team and operations team effectively
- Able to travel to accounts within the Nordics
- Fluent in Danish and English. Understanding of other Nordic languages (Swedish and Norwegian) is an advantage
New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.
If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.
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