ECCO USA, INC.

Job Description

Job Title: Customer Service Manager

Location: Londonderry, NH

Overall Objectives:

Lead the ECCO USA Customer Service team to provide the best possible service for our ECCO USA wholesale, retail, internet and internal customers/consumers.

Specific Duties and Responsibilities:

  • • Provide leadership to specific functions within the Customer Service organization: order edit/entry by the Customer Service Associates, consumer service operations including ecco.com components and inventory allocation activities by the Customer Service Representatives.
  • • Work with and monitor outsourced customer service team to ensure they are performing to ECCO standards for customer satisfaction and reliability.
  • • Work with and monitor outsourced shoe repair company to ensure they are adhering to Corporate Headquarters standards for repair and service.
  • • Continuously manage and improve allocation and delivery processing procedures to maximize shipping against available inventory.
  • • Implement and manage product flow information to keep Customer Service team informed of product issues and delays.
  • • Deliver Customer Service KPI reporting to the ECCO USA team.
  • • Provide key account customer service responsibilities as needed.
  • • Direct Shipment responsibilities and monitoring.

Other Duties and Responsibilities:

  • • Monitor Customer Service adherence to customer communication standards and order processing cycle time.
  • • Help lead systems training efforts in Customer Service (SAP, CRM, WMS, etc.).
  • • Direct daily activities of Customer Service team.
  • • Coordinate and communicate order entry data with the Demand Planning (Commercial) department.
  • • Coordinate customer order flow/volume with the Distribution Manager to ensure timely shipping of customer orders.
  • • Support Director of Customer Service and Demand Planning and provide backup as needed.
  • • Effectively manage and develop subordinate staff, providing for coaching and professional development opportunities as appropriate.
  • • Maintain a positive attitude and make a valuable contribution towards maintaining ECCO's culture of passion, innovation and sustainability.
  • • Other duties and/or special projects as assigned.

Minimum Qualifications:

  • • Bachelor’s degree (or equivalent work experience) in Business or related field.
  • • 10+ years experience in customer service or equivalent.
  • • SAP Super User experience a must.
  • • Ability to communicate clearly, concisely and professionally (both verbally and written).
  • • Excellent communication skills
  • • The ability to handle customer complaints and difficult situations.
  • • The ability to lead and motivate a team.
  • • 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.
  • • Possibility of occasional intra- and/or international travel.
  • • Ability to read, write and speak English at a proficient level.

To apply please submit your resume to uscareers@ecco.com. No phone calls please.