Your Job
: The Customer Service and Operations Specialist EMEA is responsible for managing all aspects of customer operations, customer services and operations related topics for the Brooks EMEA distributors. Brooks Customer Service team meets the needs of the Distributors by building strong relationships and supporting them through order processing, tracking and reviewing performance against set KPI’s as well as liaising between internal or external stakeholders. You will be the main point of contact for all Brooks Team being involved from Ops/Logistics to Sales.
Your Responsibilities:
1. Customer Service Support:
2. Manage customer requests via existing customer service portals, such as Zendesk
3. Be the first point of call for all distributors and ensure distributor satisfaction by autonomous and proactive problem solving behavior.
4. Be the interface between distributors, Sales Manager Distribution and Business Planner Distribution as well as between transport and distributors for all customer service and operations related requests.
5. Support Distribution Sales Manager by developing and implementing effective customer service processes
6. Work with distributors, Distribution Manager, Finance and logistics teams to ensure payment for orders is received according to customer specific terms.
7. Create and maintain a payment plan with distributor where necessary. Take care of Credit and Debit notes. Own the process to guarantee overall success and meet deadlines.
8. Manage order entry process, tracking and supply of all distributor orders together with follow up and communication with distributors, accounts, business planner and sales in a timely manner. Maintain ongoing, continued close communication with distributors regarding product availability, delays, date changes, prices, consolidation options etc. and provide bi-weekly status reports to distributors
9. Input, manage, and maintain accurate M3 order information: style numbers, customer specific prices, warehouses / facility, dates, customer PO #’s (if applicable), and shipping methods
10. Operations:
11. Manage international distributor production orders from receipt through to final delivery
12. Ensure distributors are fully aware of seasonal order calendar for seasonal and sample orders
13. Receive production orders from distributors; ensuring orders fit within guidelines set by operations teams and working with customers to promptly settle any discrepancies or issues
14. Timely upload of customer orders to ERP system
15. Coordinate with supply, operations and logistics teams regarding post production requirements for customers (country specific labeling, PO #’s, shipping instructions etc.)
16. Responsible to maintain an organized orderbook rescheduling orders where necessary. Inform key stakeholders about updates as needed. Release and invoice orders from all warehouses in collaboration with Logistics.
17. Manage at once requests from European warehouse and ex-USA requests for fill-in product between distributor and operations teams
18. Work with distributors, Distribution Manager, Finance and logistics teams to ensure payment for orders is received according to customer specific terms. Create and maintain a payment plan with distributor where necessary. Take care of Credit and Debit notes. Own the process to guarantee overall success and meet deadlines.
19. Work closely with the EMEA finance and customer service department to ensure smooth payment flows and order processes
Qualifications:
20. Bachelor’s degree in international business or related field
21. 1+ years’ experience working in the field of Customer Service/Operations or similar
22. Knowledge of International trade/shipping and/or Retail customer service experience a plus
23. Fluency in English (absolute must), other European language skills are a great plus
24. Proficiency in Microsoft Word, Excel, and Outlook
25. ERP systems desired
26. Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication.
27. Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company.
28. Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all of the pieces fit together and affect one another.
29. Ability to work independently
30. Self-motivation with strong organizational skills and problem solving abilities
31. Ability to work in fast-paced environment and readily shift priorities as needed
32. Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots.”
33. Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help out wherever necessary.
34. Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner in order to develop loyal, engaging relationships with our customers and the Brooks community.
35. Willingness to continuously learn and adapt to new challenges.
36. Embraces and lives the Brooks values!