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SALES

NORDIC MANAGER CUSTOMER SERVICE

Helsingborg, Sweden

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy and all genders are welcome. Simply click APPLY ONLINE and follow the steps to upload your application.

Your Mission

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.

Your Talent

  • Education:
    • Ideally degree level with emphasis on business studies and proven experience with at least three years.
  • Experience:
    • Proven managerial experience in functions such as: Sales Operations, Customer Service, Call Center or Supply Chain.
    • Proven experience in leadership and customer service management.
    • Proven experience in tools and technology implementation & use. Such as SAP, B2B tool, EDI and Telephone/Chat/Email support tools.
    • Strong knowledge and methodology in process and project management
  • Capabilities:
    • Drive for success
    • Strong leadership
    • Team builder
    • People results orientated
    • Ability to work cross-functionally
    • Strong analytic skills
    • Microsoft Office expert
    • Microsoft Power BI knowledge
    • English speaking fluent. Danish/Finnish/Norwegian language is a plus
  • Specialized skills:
    • Customer service
    • Supply Chain

Start date around 1st of April 2021.

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.

PUMA supports over 14,000 employees across 120+ countries. The PUMA Group owns the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach, Germany.

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Offer the best products to achieve the best results – for PUMA, for our wholesale partners, for our consumers. In close contact with our retail partners, we make sure the best PUMA products are available, when and where consumers are looking for it.

Meet the Team