Customer Operations Manager (50 views)

Londonderry, NH
March 6, 2018

Overall Objective

Lead the ECCO USA Wholesale Customer Service team to provide the best possible experience for our internal and external customers.

As our Wholesale Customer Service Manager, your responsibilities will include…

  • Provide leadership to the Wholesale Customer Service team, ensuring adherence to company policies and procedures while providing best in class customer service.
  • Responsible for the external order book ensuring deadlines for deliveries are met and leading timely communication to all stakeholders.
  • Implement and manage product flow information to keep Customer Service team informed of product issues and delays.
  • Work with Customer Service Operations Manager to develop allocation strategies to maximize fulfillment of customer orders within their ship window.
  • Inventory Task Force Participant – responsible for providing critical wholesale order book issues and recommendations.
  • Direct daily activities of Wholesale Customer Service team and monitor the order book for proper release to DC’s and follow-up on back order log.
  • Deliver Wholesale Customer Service KPI reporting to the ECCO USA team.
  • Define, implement and monitor Customer Service adherence to customer communication standards.
  • Help lead systems testing and training efforts in Customer Service (SAP, CRM, WMS, PartnerSite, etc.) along with documenting processes and best practices.
  • Support Director of Wholesale Customer Experience and provide backup as needed.
  • Effectively manage and develop subordinate staff, providing for coaching and professional development opportunities as appropriate.

If you have…

  • High school diploma, or GED equivalent.
  • Bachelor’s degree in Business or related field – or equivalent relevant work experience.
  • 10+ years’ experience in a customer service role.
  • 5+ years’ experience in a supervisory or leadership role.
  • SAP super user experience/skills.
  • Ability to communicate clearly, concisely and professionally (both verbally and written).
  • Ability to handle customer complaints and difficult situations.
  • Ability to lead and motivate a team, as well as collaborate with other departments.
  • Ability to prioritize work and adjust priorities as needed.
  • Superior organization and follow-up skills.
  • Proficient use of MS Word, Excel (advanced level) and other relevant business systems.
  • Ability to read, write and speak English at a proficient level.
  • Ability to travel up to 10%, both domestic and internationally.

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