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.
