Customer Service 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. At New Balance, We Got Now.

JOB MISSION:

To provide an exceptional service to all our assigned business to business strategic accounts, ensuring a high level of customer care, 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. We are looking got a team player who is proficient with Excel and demonstrates exceptional customer service skills. This is a fast-paced role which required the ability to manage your time effectively and prioritise tasks continuously.

We offer hybrid working, 3 days on-site and 2 days working from home.

MAJOR ACCOUNTABILITIES

• Provide exceptional service and managing the order book for our key accounts.
• Place forward orders in line with monthly order cut off.
• Maximise order book conversion for our key accounts by collaborating with Sales, Finance, Logistics, and the customer.
• Attend scheduled Account Manager meetings with sales reps to ensure a full orderbook review.
• 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 Orderbook Cleanse and Housekeeping monthly ensuring all deadlines issued by the team are executed.
• Order books sent weekly to customers and Account Managers where required.
• Ensure all worksheets, VAS and booking requirements are met and deadlines adhered to.
• Ensure cancellations are processed in line with EMEA policies.
• Ensure that minimum standards are met in all aspects of the role and procedures are followed correctly.
• Take ownership of your personal objectives and development.
• 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 business to business role or industry as a customer service specialist managing key accounts
• IT literate – Microsoft Excel skills essential – including V-lookups, Pivot Tables and Formulas.
• Strong attention to detail.
• Clear and concise communicator
• Good relationship builder with internal and external customers
• Strong organisation & Time Management skills
• Strong numeracy and literacy skills
• Strong problem-solving ability
• Pro-active, ability to work as part of a team or alone
• Works well under pressure and strict deadlines

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.