Customer Service Advisor (18 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:

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. Provide support and administration to the Sales team. 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.

This is an 18 month fixed term position.

KEY RESPONSIBILITIES

• Forward orders to be entered in line with business rules following correct buy windows issued by Demand Planning.
• ASAP orders to be placed against availability and picked and delivered within the agreed business rules. Any orders for credit release to be communicated to credit team immediately.
• Maximise order book conversion by collaborating with Sales, Finance, Logistics and the customer.
• 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 monthly 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
• Order books sent weekly to customers and Account Managers where required.
• Ensure all worksheets, VAS and booking requirements are met and deadlines adhered to where relevant.
• Manage all customer returns whilst ensuring EMEA processes and policies are followed.
• Ensure cancellations are processed in line with EMEA policies.
• Pro-active shipping of allocated orders within a viable window, to reduce aged orders and cancellations.
• Test and Implement any process improvements as required.
• Attend scheduled Account Manager meetings with sales reps to ensure a full orderbook review and action any amendments or updates that are required.
• Manage day to day customer service activities with the aim to fulfil customer and consumer requests, queries and provide creative solutions via email or calls.
• Communicate effectively with all members of the team and the wider business, escalating any issues outside your remit to the appropriate department
• Customer engagement - build customer relationships by visiting accounts and attending sell-ins where possible.

• 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 and cash on delivery processes from order placement to delivery ensuring correct procedures are followed.

REQUIREMENTS FOR SUCCESS

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

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.