About the company:

Headquartered in Western Europe, our client is a globally recognized heritage brand with a strong foundation in sports and athletic wear. With a global reach spanning 100 countries and a strong team of +7.000 employees worldwide, this iconic retailer is known for its preppy, classic, and effortlessly chic style.

About the role:

Key responsibilities:

1. Look after your key stakeholders: a) Work closely with the B2B Commercial Department to nurture a good commercial relationship with B2B customers; b) Provide the best customer service to the brand’s B2B customers by adhering to global and local guidelines; c) Keep B2B customers up to date regarding delivery dates and/or changes in their order book, and approach any deviations from the plan with a problem-solving mindset; d) Handle customer credits, price adjustments, discounts, and payment conditions that have been agreed upon with the line manager; e) Collaborate with KAMs regarding customer needs, expectations, and follow up visit reports internally.
2. Approach Supply Chain processes with a strong analytical eye: a) Act as the ERP administrator to oversee the process of all inbound orders in the system, and ensure data (contact details, processing, new enquiries, etc.) is updated on a daily basis; b) Optimize Customer Order data entry from the B2B Commercial team, giving proactive delivery information to the organization; c) Ensure the execution of the Return Policy in the system by tracking the agreed returns are properly processed; d) Implement local logistics/transport processes together with the line manager and respective department while adhering to global guidelines; e) Maintain a good communication flow with the global HQ regarding order management and customer service.
3. Lead in an effective way: a) Manage and lead the Customer Service team; b) Prioritize the day-to-day workload to ensure high-quality service levels; c) Monitor and adjust staffing levels whenever required; d) Stay accountable for performance management, people development, and coaching of direct reports; e) Create weekly and monthly reports needed to track the Customer Service Department’s performance; f) Provide the Supply Chain Director and other internal stakeholders with a clear, updated picture of the Customer Service Department’s performance (highlighting key achievements and current complexities/challenges).
4. Promote continuous improvement: a) Get involved in satellite projects and initiatives to provide added value and promote continuous improvement within the Customer Service Department and the overall organization.

About you:

Key requirements:

1. Education level: middle/high (holding a university degree will be preferred, but not a must).
2. Years of experience: 3-5 of relevant experience in another fashion retailer (experience in fashion will be a must).
3. Languages: fluent in Spanish and English (B2-C1 level).
4. Leadership skills: previous experience leading small to medium sized teams (10ppl max) will be a must.
5. Other skills: excellent Excel capabilities, previous BI tools expertise, great time management skills, strong organisational skills, innate ability to inspire and motivate others.