Purpose & Overall Relevance for the Organization:

Manage the conversion processes of orderbook of assigned wholesale partner(s) while offering reliable, relevant and competitive service levels, and establishing the most effective and efficient framework for the Customer Service organization.

Deliver best in class service to an assigned account group, working in partnership with the Sales organization and key departments to achieve the company strategic business plan.

Responsibilities:

Be an expert in all operational and commercial areas, ensuring excellent Customer Service is always delivered.
Actively challenge working methods and practices. Propose and implement practical enhancements.
Manage day to day customer requests with the aim to resolve queries and provide creative and efficient solutions. This includes:

Communicate with the wholesale accounts via all aligned communication channels
Provide all relevant orders and article related information
Produce, analyse and interpret data and reports in line with business requirements and external customer expectations
Find solutions for recuring issues in cooperation with interfaces to prevent complaints or returns
Work in close cooperation with the Sales team and support them by providing specific expertise

Collaborate with our wholesale accounts and partners to ensure efficient and accurate customer set-up.

Coordinate new customer set-ups and changes to customer data (i.e., customer number closures, delivery blocks, release strategies, new sold-to and ship to, etc.) in cooperation with relevant internal departments
Set up and/or authorize order and invoice value date in accordance with the applicable value date and signature regulations

Order book management from order to invoice to ensure orderbook transparency and conversion.

Process and handle all types of orders and contracts
Fix or flag internal order issues to respective stakeholders to ensure smooth order flow
Delay tracking
Orderbook cleanse
Ensure earliest possible delivery note creation to enable timely and complete delivery, including order prioritization, in compliance with the strategic guidelines. Support responsible departments in case of upcoming issues (e.g., requesting delivery by air freight)
Maintain approved exceptional discounts
Where appropriate, play an integral role in ensuring launch sensitive product is delivered on time, working cross functionally to track product and ensure key deadlines are met
Monitor electronic receipts for errors and coordinating the correction of these errors using the tools provided (e.g., EDI, missing article data, missing segmentation)
Special handling coordination for new requests and changes aligned with our commercial strategy.

Check the feasibility of customers’ shipping and packaging requirements and, if applicable, coordinating implementation within the system
Process system maintenance and forwarding of special handling information and, if applicable, labels to the warehouses and production facilities

Process returns and complaints in line with the policy and record all requests in the CRM system, while cooperating intensively with internal and external logistics partners (forwarding companies, inbound and outbound, warehouses), as well as with Finance department:

Returns and refusals: check and decide on requests followed by rejection or management of the process until credit note is created
Complaints: validate, record, reject or approve claims for credit notes in case of quality defects, formal/special handling errors, discount and price differences
Independently processing and providing final clarification of outstanding charges and invoice reductions

Perform special tasks, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.
Stand in for and support colleagues working in other groups within Customer Service.

Optional:

Act as key user and/or tester in system- and process-based IT projects, as well as updating and adapting the test scenarios.
Support in projects and workshops with a view to achieving departmental goals.
Attend customer meetings at and outside the location.

Authorities:

Limited representational authority

Knowledge, Skills and Abilities:

Solid Change Management skills
Strong interpersonal skills (e.g. communication, negotiation, relationship management)
Strong functional skills (e.g. Customer Service, Sales, Finance)
Commercial and business acumen
Mental flexibility, initiative and determination
Fluent in written and spoken English. Skills and abilities in other language are a plus
Advanced working knowledge of MS Office, SAP, Salesforce and MicroStrategy
High level of customer orientation, presentation and communication skills
Process-oriented mindset and in-depth understanding of complex correlations
Be a confident, positive and driven member of the team, ensuring to contribute to a high-performance culture in the team and department.
Experience in working under pressure to meet deadlines and conflicting priorities
Ability to travel if required

Requisite Education and Experience / Minimum Qualifications:

Master degree, preferably in business administration
Minimum 3 years of experience, mostly in Customer Service, Sales or Sales Development
International background is a plus

Key Relationships:

Wholesale partners / accounts
Wider Customer Service team
Sales channels teams
IT
Supply chain teams (local and European) and DCs
External – 3rd Parties
Credit management team / Finance
Marketing
CEE Sales Development
CEE and CE OF

Senior Specialist Account Operations - temp until 30.9.2027