Job title: Customer Operations Team Leader - DACH

Function: Customer Operations

Location: Sunderland, Livingston, Nottingham

The role:

Reporting into the Customer Operations Manager, the Customer Operations Team Leader is responsible for managing a team of Customer Operations Executives to service a portfolio of accounts and brand(s) within the DACH channel whilst ensuring that an optimal level of support is given to internal stakeholders and our customers.  This role will also provide support to the Customer Operations Manager in managing daily team management duties where required.

The role you’d play:

• As part of the Customer Operations Team lead community, lead by example in driving best in class service for Pentland Brands and our customers
• Own, lead and represent your area within the Team lead community
• Customer & Commercial engagement, Working closely with our most Strategic International Partners in your portfolio
• Lead by example & manage a team of Customer Operations Executives and provide cover for a portfolio of customer accounts with 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
• Organizing, 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
• A key stakeholder in driving Salesforce and Pentland Connect alignment across the teams
• Constant review of COPS Annual Game Plan and work streams supporting this
• Team PDR & Pentland Principles alignment towards your individual team members personal development

 What you will bring:

• Fluent in German, other languages advantageous
• Excellent communication skills with a range of stakeholders
• Experience leading a team or previous high performer within operational function
• 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 DACH channel, Commercial, Finance, Supply Chain, Distribution Centres

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