Customer Operations Associate/INTERN (6 month fixed term)

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:

This opportunity may be filled at either Intern or Associate level. Responsibilities, autonomy and scope may vary based on the selected candidate's experience and qualifications.

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. Work closely with the Sales team providing support where needed . Ensure all aspects of order book management are completed, including order processing, order maintenance and order book conversion for wholesale accounts. 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.

The level of responsibility and autonomy will vary depending on experience and whether the role is filled as an Intern or Associate.

Reporting to:     Customer Operations Manager

Position Level

Associate

·        Independently manages assigned customer accounts and order book activities.

·        Takes ownership of processes and escalates issues as appropriate.

·        Acts as a key point of contact for internal stakeholders and customers.

Intern

·        Supports the Customer Operations team while developing knowledge of customer service, order management, and business operations.

·        Performs assigned tasks under supervision and guidance.

·        Participates in learning and development activities designed to build professional skills and business knowledge.

KEY RESPONSIBILITIES

·   Forward orders (pre-orders) to be entered in line with business rules

·   ASAP orders (re-orders) to be placed according to pre-agreed business rules.

·   Support efforts to maximize order book conversion by collaborating with Sales, Finance, Logistics and customers. Associates may independently manage assigned activities and customer relationships.

·   Ensure that the order book is dated and aligned to key product launches and intros as well as customer required delivery dates.

·   Action Orderbook Cleanse and Housekeeping ensuring all deadlines issued by EMEA team are executed.

·   Ensure orderbook is valid with correct customer information, dates, order types, prices and discounts and any issues are identified and resolved with urgency.

·   Action all customer returns with urgency whilst ensuring EMEA processes and policies are followed.

·   Ensure cancellations are processed in line with EMEA policies.

- Participate in scheduled Account Manager meetings and support follow-up actions arising from customer and order book reviews.
- Ensure that EMEA standards are met in all aspects of the role and procedures are followed correctly.

·   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.

·     Ensure product and technical knowledge is kept up to date by utilising colleague expertise, NB link resources and web research.

·   Manage all aspects of the proforma process from order placement to delivery ensuring correct procedures are followed. For Interns, actively participate in learning opportunities, coaching sessions, and development activities designed to build knowledge of customer operations, wholesale processes, and cross-functional business collaboration.

KEY CUSTOMERS:

·   Customers (Field and Key Account)

·   Customer Operations team

·   Customer Operations Manager/Team Leader

·   Logistics

·   3rd Party Warehouse

·   Sales

·     Business Planning

·   IT

·     Finance

·     Marketing

REQUIREMENTS FOR SUCCESS

·   Experience working in a fast-paced commercial environment preferred/ Intern role: Interest in customer operations, sales support, supply chain, business administration or related areas. Prior internship, retail, customer service or administrative experience is advantageous but not required.

·   Clear and concise communicator

·   IT literate – Microsoft Office skills essential

·     Strong attention to detail

·     Strong organisation & Time Management skills

·     Strong numeracy and literacy skills

·   Strong problem-solving ability

·     Proactive, ability to work as part of a team or alone.

·   Good relationship builder with internal and external customers

·     Total Customer Satisfaction mindset

·     Positive outlook

·     Works well under pressure and strict deadlines

·     Total Customer Satisfaction mindset

·     Fluent in local language and English

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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.