Specialist Customer Services

Purpose:

To offer reliable, relevant and competitive service levels to customers, while supporting the sales organization to achieve market share.

Key Responsibilities:

• To act in line with overall strategy for the Customer Service organization parallel to the global strategy, aiming for maximum customer satisfaction
• To insert key-accounts pre-orders in the system, if needed
• To insert clearance orders in the system
• To process and send out the orders confirmations
• To maintain the order book accordingly, ensuring accuracy on delivery dates and quantities
• To collect reactively re-orders for customers
• To ensure proper administration, documentation and financial reconciliation of the customer base
• To interact with Operations and Finance to ensure best service level to customers
• To prepare necessary reports related with customer service
• To measure progress on own KPIs
• To attend telephone calls and reply e-mails / letters from customers and Sales team e.g. information request, OBM, cancellations
• Be the main stakeholder in customer invoice process. Coordinate sales, finance and accounting departments to follow-up e-invoices and expense forms.

Requisite Education and Experience:

• University degree in related fields
• Focus on Sales / Supply Chain / Finance / Accounting
• Minimum 1 or 2 years of customer service experience within large sales organisations in the FMCG industry, ideally Sporting Goods or Fashion management
• Exposure: Sports
• Strong interpersonal skills (e.g. communication)
• Advanced level of IT skills ( Outlook, word, excel, PowerPoint)
• Good level Commercial and business acumen knowledge
• Fluent in written and spoken local language is a must
• Good command in English