Customer Service Representative

Job ID: 231

The role: The Customer Representative is responsible for servicing a portfolio of accounts within channel structure.  This role is responsible for managing & reviewing the seasonal orderbook per customer in line with demand and supply and working closely with the Demand Planners to ensure forward order meets demand.  This must be delivered with a focus on customer journey and experience. 

The role you’d play: 

  • Order placement and deliver against customer orderbook
  • Organizing, tracking and satisfying in season order requests.
  • Stock allocation and logistics
  • Reporting and customer communications
  • Process cancellations, credits, debits, returns of non-faulty goods, VAS and DC requirements
  • Export documentation and compliance for global logistics, in need
  • 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 Customers 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, in need.
  • Produce regular Data analysis on Order Book and Supply Chain using internal and external sources.
  • Ability to interrogate and source information from SAP.
  • Working with specific Customers within channel; Pentland Distribution; Pentland Shipping Customer Operations teams.

What you will bring: 

  • Strong Excel usage
  • 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 confident in reporting procedures
  • Excellent verbal, written and presentation skills across all levels of the business
  • Management experience of/exposure to Global Accounts, Multi National 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
  • Language preferable in need of specific roles - French speaker primary/ German secondary
  • Knowledge and management of on-line Retailer/distribution is desirable
  • Team player
  • A problem solver
  • A working knowledge of SAP or similar systems knowledge is advantageous
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