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Customer Operations Executive

Country : United Kingdom United Kingdom


Category : Logistics

Contract type : Permanent

Availability : Full time

Job description

The role:

Reporting into the Customer Operations Team Leader, the Customer Operations Exec is responsible for servicing a portfolio of accounts and brand(s) within the relevant channel whilst ensuring that an optimal level of support is given to internal stakeholders and our customers.

The role you'd play:

  • As part of the Customer Operations Exec community, lead by example in driving best in class service for Pentland Brands and our customers.
  • Own, lead and represent your account/customer base.
  • Customer & Commercial engagement, Working closely with our key Partners in your portfolio.
  • responsibility for order placement, orderbook management, stock allocation, logistics and distribution, VAS requirements, reporting and customer communications.
  • Order placement and delivery against customer orderbook, using and promoting exception report across your team and channels.
  • Organising, tracking, and satisfying in season order requests.
  • Stock allocation and logistics.
  • Responsibility for reporting and customer communications.
  • Process cancellations, credits, debits, returns of non-faulty goods, VAS and DC requirements.
  • Responsibility for export documentation and compliance for global logistics.
  • Order management and administration of business processes related to orders for goods or services.
  • Managing the key activities and actions involved in processing an order to the satisfaction of the customer.
  • Provide constantly updated sales and order book information, a record of customer returns, debits and credits and general and order processing activity.
  • Making and communicating the necessary changes made to the customer's order book in line with the business and customers' requirements.
  • Identify potential problems and solutions required to manage Customer OTIF.
  • Working cross functionally with the Asia merchandising and shipping team to manage the aspect of delivering direct delivery export to market if required.
  • Understanding of export and internal direct delivery processes.
  • Produce regular data analysis on order book and Supply Chain using internal and external sources.
  • Ability to interrogate and source information from SAP.
  • Alignment to Salesforce and Pentland Connect systems.
  • Constant team review of COPS Annual Game Plan and work streams supporting this.
  • Individual personal development.
What you will bring:

  • Excellent communication skills with a range of stakeholders.
  • Key operational function experience
  • Advance Excel skills.
  • High attention to detail.
  • Reporting and analytical skills.
  • Experience in a customer focused role.
  • Experience in administrative duties to raise cancellations, credits, debits, invoicing, and orders.
  • Stock management and orderbook management skills.
  • Experience of interpreting large amounts of data and confidence in reporting procedures.
  • Excellent verbal, written and presentation skills across all levels of the business.
  • Management experience of/exposure to global accounts, multinational distributors, and retailers.
  • Previous customer service/key account sales support experience and/or sales environment, preferable international exposure.
  • Knowledge of export procedures and documentation preferable.
  • Knowledge and management of on-line retailer/distribution is desirable.
  • Working knowledge of SAP or similar systems knowledge is advantageous.
  • Team player.
  • Ability to work to deadlines
Key Stakeholders:

  • Specific Customers and Brand(s) within channel, Commercial, Finance, Supply Chain, Distribution Centres etc
Measures of success:

  • Personal Development Review: annual/quarterly objectives
  • Customer OTIF
  • Internal SLAs and KPIs
  • Pentland Brands Gameplan alignment
  • Supply Chain and Customer Ops Gameplan alignment
About Pentland:

Pioneering Brands that Make Life Better

We are Pentland Brands, a global business touching the lives of millions through some of the worlds most-loved active and footwear brands. We own Speedo, Berghaus, Canterbury of New Zealand, Endura, Mitre, ellesse, SeaVees, KangaROOS and Red or Dead. We're the UK licensee for Kickers and run the Operational business for Lacoste footwear.

We have a rich and remarkable history, of family, of ambition and of innovation, of leading from the front with a legacy of outstanding brands and equally outstanding people. Of pioneering brands that make life better. Brands that create an emotional connection with our consumers and help keep people on the move. Brands that do good, that form part of a positive business that takes action for people and planet.

We celebrate differences and give everyone the freedom to innovate and develop because we know this is an exceptional place to build brands and build your career. We want you to come to work every day excited about what we can achieve when we have a clear and single-minded focus on being consumer-centric and relentlessly focused on improving our performance.

Always guided by our principles, we not only do a great job, but we also do it in the right way; success is a team game; with clarity and courage; better as standard; in good conscience. We believe every individual has the power to shape the Pentland of the future, by making sure that every day we're better than the day before. Join our team of passionate, exceptional individuals, and do the best work of your life.

If this sounds like the perfect role, please apply and we'll be in touch soon.

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