- Develop innovative customer service concepts with internal and external stakeholders to ensure a superior customer service across multiple channels and regions
- Streamline the PUMA internal customer service processes between different business units
- Identify and drive new sales opportunities to utilize the full potential of customer interactions
- Be the voice of the customer within the PUMA eCom Business. Serve as the primary contact for customer service.
- Identify and evaluate new customer service trends and technologies to satisfy today’s and tomorrow’s customer expectations
- Evaluate the performance of 3rd party customer service providers against defined quality requirements and costs
- Set communication standards in consideration of the “PUMA Voice” for emails and calls
- Be able to develop and present customer service performance reviews to middle management