Head of Customer Service EMEA

Job Description

We have recently been retained by one of our longest standing clients who are a global category leader within the lifestyle & heritage sporting goods sectors. We are looking for an experienced leader with a background in B2B (90%) and DTC (10%) customer service who has extensive leadership and industry experience.

This role will lead all customer service across EMEA regions, working closely with HQ and in-market subsidiary teams, leading a significant team and reporting directly to the Sales Director.

Responsibilities

1. Manage and support the Customer Service team based in our client\’s head office.
2. Manage and support the Customer Service leads in Germany, Spain, Italy, and France, including visits to and regular communication with the subsidiary offices.
3. Lead, motivate, communicate with, develop, appraise, and performance manage the team to ensure they are fully motivated to achieve best performance, excellent customer service, and meet the business\’s aims and requirements.
4. Build strong relationships with Country Managers and work closely with them on customer requirements in alignment with business objectives.
5. Balance customer needs with business requirements effectively.
6. Manage all customer service processes, encouraging the team to be proactive.
7. Troubleshoot problems promptly, ensuring issues are addressed in line with priorities.
8. Ensure the team delivers what the customer needs on a day-to-day basis.
9. Encourage and assist the team in providing speedy resolutions to queries, acting as a sounding board and encouraging initiative.
10. Run daily reports in SAP and BI, taking prompt action to highlight potential issues.
11. Manage order book entry for Key Accounts.
12. Work closely with and manage relationships with: Head of Distribution, Logistics teams, KTN, Credit control, IT.
13. Assist with Web Customer Service as needed.
14. Attend weekly meetings with relevant departments.
15. Manage open customer orders, ensuring all are input into SAP before season cut-off dates.
16. Handle mass rejections of orders when required.
17. Investigate and resolve orders past due dates.
18. Monitor and update orders continuously.
19. Approve credits, returns, and discounts up to a specified value, collaborating with relevant departments and CFO for higher values.
20. Investigate and resolve customer complaints.

Knowledge and Experience

• Excellent organizational skills with strong attention to detail.
• Proven ability to manage multiple projects and timelines.
• Ability to work under pressure and prioritize workload effectively.
• Strong written and verbal communication skills.
• Experience leading and motivating teams both on-site and remotely.
• Ability to delegate workload effectively.
• Dedication to training and developing team members.
• Fair and reliable leadership qualities.
• Ability to build strong and effective relationships.
• Practical and constructive problem-solving skills.
• Business-oriented mindset and acts as a business ambassador.
• Role model qualities and positive behaviors that inspire others.

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