Purpose & Overall Relevance for the Organization:

To deliver world class customer service, working in partnership with the sales organization and key departments across Europe in order to achieve the company strategic business plan.

Key Responsibilities:

• Build and maintain strong relationships with our internal and external partners
• Collaborate with our wholesale accounts and internal partners to ensure excellent order book management from order entry through to invoice
• Produce, analyse, and interpret data and reports in line with business requirements and external customer expectations
• Manage day to day customer service activities with the aim to fulfil customer requests, resolve queries and provide creative solutions
• Work with supply chain to ensure specific customer requirements are met
• Maximise additional business opportunities by working with sales managers and customers
• Follow agreed procedures and standards for your account base in line with portfolio assignment, ensuring all documentation is maintained for all new and existing processes
• Where appropriate, play an integral role in ensuring launch sensitive product is delivered on time, working cross functionally to track product and ensure key deadlines are met
• Where appropriate, look to create cost and time efficiencies by creating direct shipments to your customer base
• Provide your sales team with information required to support account management
• Support the implementation of key business initiatives and provide feedback for further development
• Help to induct new starters to the team also supporting your team and the wider team with system and process queries
• Collaborate with your sales contact to ensure you are up to date with key product and account campaigns
• Keep up to date with all business initiatives and updates in line with e-learning

Key Relationships:

• Sales
• Customers
• Demand Planning
• Wider customer service team
• Supply chain teams (local and European)
• European and local DC
• Finance
• External – 3rd Parties
• CTC – IT

Requisite Knowledge, Skills and Abilities:

• A strong Customer Service focus
• A high level of problem-solving ability
• Highly developed organisational and time management skills
• Superior attention to detail and accuracy
• Excellent communication skills and a proven ability to develop long lasting relationships with our key stakeholders
• Ability to contribute to a team environment where performance is measured
• Experience in working under pressure to meet deadlines and conflicting priorities
• Strong Microsoft Office skills are essential and experience using SAP is desirable
• A flexible and mature approach is imperative

Requisite Competencies:

• Communication
• Detail orientation
• Problem solving
• Collaboration Initiative

Requisite Education and Experience / Minimum Qualifications:

• Commercial degree or equivalent
• At least 1 year experience in a role involving direct interaction with external or internal customers