Team Leader Customer Operations Uk Fortune 500 Sports Retailing Company 10 Years T1047
Team Leader – Customer Operations
Responsibilities:
By working closely with the Business Regional Teams and the local Customer Operations Teams, the Team Leader - is to oversee and provide direction on customer account management to support a collaborative delivery of sales performance and exceed business objectives and targets.
Be the champion of driving good order book management and operational discipline to ensure order book management is in line with business objectives and financial targets.
Build cross functional relationships with all relevant departments to fully understand the cross functional communication and support best practices.
§ Ensure the team structure, resource and workload are managed efficiently to provide a consistent and high level of operational and customer service to both commercial teams and customers directly.
§ Support and lead the team in managing activities, setting priorities ensuring that decision making is in conjunction with regional teams.
§ Oversee and drive the management of the order book of partners/customers within sales regions for direct delivery export shipments.
§ Work with cross-functional stakeholders for order book management ensuring regular analysis and reporting of partners’ order book performance and that current order book is delivered to the in line with business objectives.
§ Support the team in conducting regular cross-functional reviews of overdue and current order book for each of the regional partners. Working with key stakeholders to ensure payment and delivery processes are managed effectively meeting standards for partners/customers and vendor.
§ Ensure that all partners/customers are getting the right and correct level content of communication on time regarding any change to their seasonal order books.
§ Ensure Customer Operation Executives work pro-actively to drive and manage the order books for each of their accounts.
§ Work with Sales Team, Operational and Product Teams to develop an understanding of the customer specific requirements and business plan.
§ Ensure Customer Operation Executives work consistently regarding standard functional operating practices and to agreed timelines (Cancellations and Credits, order book cut-offs, etc.)
§ Work with the cross-functional key stakeholders for quality and customer complaints.
§ Ensure improvement in both business process, procedure and systems in line with business objectives.
§ Drive team development and training plans, as well as develop and support succession planning across the whole team.
§ Regular team meetings and 1 to 1’s meetings. Encourage a positive team culture to support each other.
§ Team workload management to ensure service levels are maintained. Requirements:
\'- University graduated.
- experience in a leading a team
- experience in a customer focused role with order-book management skills.
- Ensure the team structure, resource and workload are managed efficiently to provide a consistent and high level of operational to customers and support the Regional Office and COP Manager directly.
- Understanding of and work cross functionally with Regional Office for operations processes excellence.
- Understands and executes a strategic business plan to support the Regional Office.
- Highly pro-active and people management skills, including coaching, development and mentoring.
- Continuously focused on high performance and capable of challenging poor performance.
- Sound mathematical, analytical and problem-solving skills. Creative problem solving.
- Support and lead the team in managing activities, setting priorities ensuring that decision making is in conjunction with team members, Operations and Sales Team.
- Fluent in English with excellent communicator skills with a range of stakeholders.
- experience of interpreting large amounts of data and confident in reporting procedures.
- Knowledge of export procedures and documentation preferable.
- Manage a team of Customer Executives and provide cover for a portfolio of customer accounts across a with responsibility for order placement, orderbook management, stock allocation, logistics and distribution, VAS requirements, reporting and customer communications.
- Provide 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.
- Working cross functionally with the Asia merchandising and shipping team to manage the aspect of delivering Direct Delivery Export to Market if required.
- Strong SAP and BW skills and other office programs for daily operations e.g. Strong excel usage.
- Team player and a problem solver