The Customer Service Manager drives and is responsible for the successful execution of “Order to Delivery” in the Area and according to Operations strategy and strive to become the best Customer Service in the industry. She/he is responsible for managing Customer Service Team and Customers/Retailers service level agreements and KPIs execution across the Area in alignment with Operations strategy.
- ENSURE BEST SERVICE TO PUMA CUSTOMERS/RETAILERS:
You are Operation team’s most valuable partner in the customer service execution at Area level and will provide best possible customer support. Ensure that all customers/retailers get the right type of service. Ensure KPIs and service level are met by the team. Ensure Customer Service performance through proper training and clear direction and prioritizations.
- ALIGN WITH AREA OPERATIONS GUIDELINES:
Key directions are set by Area Operations. You will work closely with the Area Operations to ensure execution excellence and processes alignment throughout the Area.
- MANAGE NORDIC CUSTOMER SERVICE TEAM:
Effective management of Area Customer Service Team is the most important goal. Successful management needs to be executed according to Area Operations guidelines and KPI’s. Order Management, Scheduling, Rescheduling, Allocation run and Order Release will be the process steps that have to be aligned and executed through the Area. Order management tools like; ERP, EDI and B2B tool will be part of Customer Service Team responsibility.
- DEVELOP AND TRAIN CUSTOMER SERVICE TEAM:
You will ensure that all new and present Customer Service processes will be implemented, supported and aligned throughout the Area. You will work to ensure consistency in execution in order to meet Operations, Sales and Customers requirements expectations. At the same time, you will ensure that all necessary Customer Service Team training and support will be organized, executed and repeated as needed through the Area. Set individual goals and develop team members to become the best Customer Service members in the industry with support of PUMA guidelines.
- STRONG ALIGNMENT AND INTERACTION WITH OTHER FUNCTIONS:
Drive Area objectives and communication through other functions. Work closely with Operations, Sales, Finance, IT and Warehouse to align on processes.