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:

You will play a key role in managing customer orders, coordinating deliveries, resolving issues and supporting daily business operations. We are looking for someone who is proactive, detail-oriented and enjoys building strong relationships with both customers and colleagues. You will provide an exceptional service to one or more key customers, offering a seamless end-to-end service and a high level of customer care and follow-up, whilst working collaboratively with the Sales team and key departments across the EMEA business to guarantee maximum orderbook conversion, achieving the year-end number and growing brand awareness. Act as an ambassador of New Balance and demonstrate the key values of Integrity, Teamwork and Total Customer Satisfaction.

Reporting to: Customer Operations Manager

MAJOR ACCOUNTABILITIES

• Support Sales Representatives and Key Account Managers with customer updates and day-to-day operational support.

• Manage customer orders, deliveries, returns and related issues, ensuring clear communication and timely resolution.

• Maintain customer-specific documentation and product information, ensuring accuracy and adherence to agreed deadlines.

• Work closely with Sales, Finance, Logistics and customers to ensure customer requirements are met, deliveries are completed on time and any issues are resolved effectively.

• Monitor customer orders, inventory availability and delivery performance, taking corrective actions when required.

• Build strong relationships with customers and internal stakeholders, ensuring effective communication, collaboration and a high level of customer satisfaction.

• Relevant education within sales, administration or business, combined with at least 2 years experience in B2B from customer service, customer operations or a similar commercial role.

KEY CUSTOMERS:

• Customers (Key Account)

• Customer Operations team

• Customer Operations Manager

• Country Manager

• Logistics

• 3rd Party Warehouse

• Sales

• Business Planning

• IT

• Finance

• Marketing

REQUIREMENTS FOR SUCCESS

• Fluent in Finnish and English. Additional Baltic language skills, or experience supporting Baltic markets, would be considered an advantage.

• Strong proficiency in Microsoft Office 365 applications, particularly Excel. Experience with Microsoft Dynamics 365, EDI processes and customer Product Information Management (PIM) systems would be an advantage.

• Customer-focused, proactive and self-motivated, with the ability to work independently as well as part of a team

• Strong analytical and problem-solving skills, with excellent attention to detail

• Strong communication and relationship-building skills, with the ability to work effectively across countries, cultures and functions.

• Demonstrates ownership, accountability and flexibility, and thrives in a fast-paced environment with changing priorities and deadlines

• Good relationship builder with internal and external customers

• Strong organisation & Time Management skills

• Strong numeracy and literacy skills

• Positive outlook

• Total Customer Satisfaction mindset

• Works well under pressure and strict deadlines

• Willing to travel when the business requires.

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.