Salary - Competitive base salary dependent on experience, plus bonus and expenses
Hours - Working 40 hours per week Mon-Fri (8.30-17.00 with 30 min lunch break)
Holidays - 22 days holiday (in addition to Statutory Holidays) per annum, increasing by 1 day for each year of service until you reach a maximum entitlement of 25 days.
The main purpose of the role is to manage the strategic direction and overall performance of the UK based Customer Service team. To support the global business with all related projects.
This role reports to the Global Head of Operations
*The following positions report directly to this role:
*Direct Retail Customer Service Advisor x5
*Distribution Customer Service Advisor x1
*E-commerce Customer Service Advisor x1
*To collaborate with the Global Head of Operations to define Customer Service Strategy and create its plan for direct retail, distribution and e-commerce.
*To work alongside other managers - namely sales, finance, distribution & supply chain to ensure smooth processing of orders and operational efficiency.
*To proactively manage the sales order book for both forward orders & repeats in line with the client's business policy.
*To provide analysis of open sales orders on a weekly basis. Escalate issues to the appropriate level where necessary, ensuring all areas of the business with a vested interest are aware of any challenges and/or constraints to achieving the budgeted sales value. Ensuring that all shipped orders are invoiced & all returned orders are credited; especially at month end.
*To ensure the team operate with a consistent, standardised approach to end users, direct retail customers and distributors. To liaise with the US team to share and implement best practice. To be an escalation point for end users, customers and/or distributors who are unhappy with the service/communication they have received; resolving any issues swiftly and effectively.
*To stimulate immediate business opportunities in order to support the achievement of monthly targets. Ensure the team proactively push promotional offers, sell add-on products or offer alternatives when requested products are unavailable.
*To effectively manage returns, credit notes, complaints and warranty claims. Communicate with customers; liaising with product and supply chain on common issues and ensuring credit notes and/or exchange orders are processed & issued in a timely fashion.
*To effectively manage stock levels; ensuring negative stock is reviewed regularly and resolved in a timely fashion to minimise the impact on both the order book & client relationships. This is especially important following the final buy of each season and the subsequent removal of ATS exclusions.
*To ensure that our 3PL e-commerce warehouse is fully stocked with current styles and any stock shortages/discrepancies are investigated and resolved. Work closely with the e- commerce team to adjust stock holding for promotional lines.
*To liaise with 3PL account managers and shipping partners to resolve any operational issues or queries.
*To ensure that all new season items are reserved and shipped for e-commerce at the earliest opportunity; liaising with relevant parties to ensure that outgoing communication reflects new product launches and availability dates.
*To investigate and resolve any reported delivery discrepancies or price/discount disputes; raising return order, credit notes and re-invoicing where necessary
*Provide holiday/sickness cover for all areas of customer service, ensuring that operational effectiveness is not compromised.
*Provide customer service support to new markets, ensuring that new customers are aware of the processes and procedures; ensuring customers are set up correctly and credit facilities are explored; as well as supporting new sales agents as new markets get established.
*Make recommendations for service improvements and work with other areas of the business to implement improvements and support cross functional projects.
*Provide day to day HR advice and support to team members.
*Provide employment documentation to new team members, oversee the induction process and maintain HR records; including but not limited to training, holiday and absence recording.
*Ensure all distribution partners operate within the terms of their distribution agreements; highlighting issues and escalating where necessary.
*To work with other managers in the business to deliver continuous cross functional improvements to key business priorities.
*Develop and maintain Customer Service KPI's in line with agreed targets.
*To support the on going improvement and development of the ERP system and ensure the use of core business systems is optimised.
*To lead the customer service team and provide education, training and support as well as performance reviews to continually improve performance.
*Good understanding of the Customer Service function and sales order book management
*Strong leadership skills
*Ability to build and maintain cross functional relationships
*Strong team player
*Customer and target oriented
*Ability to work across organisational boundaries
*Adaptable - good at stimulating change
*Good knowledge of the business systems, including Microsoft Dynamics AX, Magento, Atlas, Worldpay, Stripe, Sage and PayPal
*Focus on the business priorities
*Problem solving and process improvement skills
*Excellent communication and relationship building skills, able to listen but be decisive when needed
Should you feel you have the skills and are happy with the location then please feel free to apply for this role.
Adecco UK are an equal opportunities employer.
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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