Customer Operations Specialist

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

As a customer operations specialist you will provide an excellent service to all New Balance customers, offering a seamless end to end service and a high level of customer care and follow up. You will provide support and administration to the UK and Ireland Sales team whilst managing the order processing and order book conversion for independent wholesale accounts and contribution to achieving the year end number. The successful candidate will be pro-active, professional and a supportive team player. Act as an ambassador of New Balance and demonstrate the key values of Integrity, Teamwork and Total Customer Satisfaction.

MAJOR ACCOUNTABILITIES:

• Placing forward orders in line with monthly order cut off. ASAP and top orders to be placed as requested.
• Ensure all customer and consumer enquiries are dealt with promptly and professionally.
• All customer calls to be answered promptly and professionally.
• Maximise order book conversion by collaborating with Sales, Finance, Logistics, and the customer.
• Attend scheduled Account Manager meetings with sales reps to ensure a full orderbook review.
• Order books sent weekly to customers and Account Managers where required.
• Manage day to day customer service activities with the aim to fulfil customer requests, resolve  queries and provide creative solutions.
• Reconciles to be actioned and communicated to the customer.
• Ensure that the order book is dated and aligned to key product launches and intros as well as customer required delivery dates.
• Adhere to Action Order book Cleanse and Housekeeping monthly ensuring all deadlines issued by the team are completed.
• Ensure all labelling and booking requirements are met and deadlines adhered to.
• Ensure cancellations are processed in line with EMEA policies.
• Regular product and technical knowledge gathering via colleagues, NB link resources and web research to maximise knowledge and expertise and provide an excellent service to our consumers and customers.

• Communicate effectively with all members of the team and the wider business, escalating any issues outside your remit to the appropriate department.
• Work within the Data Protection policy to ensure that we are meeting our obligations.

REQUIREMENTS FOR SUCCESS

• Experience in a similar role or industry.
• Clear and concise communicator.
• IT literate – Microsoft Office skills essential – including a knowledge of excel.
• Strong organisation & Time Management skills.
• Strong numeracy and literacy skills.
• Strong problem-solving ability.
• Strong attention to detail.
• Good relationship builder with internal and external customers
• Pro-active approach.
• Works well under pressure and strict deadlines.
• Total Customer Satisfaction mindset.

BENEFITS   

• Discretionary Bonus Opportunity    
• Private Medical Insurance    
• Dental Scheme    
• Pension Scheme    
• Flexible Working Hours     
• Hybrid working (3 days on-site)    
• 25 days Annual Leave per year    
• Life Insurance    
• Employee Discount    
• Flexibility to work 20 days from anywhere each year    
• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)

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Equal Opportunity Employer:

New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment.  We are an equal opportunity employer and support a culture of diversity and inclusion.

If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.