At a Glance
- Tasks: Lead a team to deliver exceptional customer service and manage key accounts.
- Company: Join Pentland Brands, a global family business with iconic active lifestyle brands.
- Benefits: Enjoy competitive salary, flexible working, generous holidays, and wellbeing support.
- Other info: Dynamic role with opportunities for personal development and career growth.
- Why this job: Make an impact in a diverse, inclusive culture while developing your leadership skills.
- Qualifications: Fluent in German, with team leadership experience and strong analytical skills.
The predicted salary is between 30000 - 40000 € per year.
We’re Pentland Brands: a global family business behind some of the world’s most iconic active and lifestyle brands. We bring integrity, energy and ambition to our work, setting high standards and striving to deliver great outcomes without ego. With over 1,500 team members worldwide, we’re proud of our diverse, inclusive culture where everyone is encouraged to speak up, challenge thinking, create breakthroughs and collaborate openly. Our people are what set us apart, and we’re committed to creating an environment where everyone can thrive.
Reports to: Customer Operations Manager
Location: Sunderland
Hours: 36.5 hours per week, Monday to Friday (4.30pm finish on a Friday)
The Customer Operations Team Leader Mission: This role is responsible for managing a team of Customer Operations Executives to service a portfolio of accounts and brand(s) within the relevant channel whilst ensuring that an optimal level of support is given to internal stakeholders and our customers. This role will also provide support to the Customer Operations Manager in managing daily team management duties where required.
How you'll drive success:
- As part of the Customer Operations Team lead community, lead by example in driving best in class service for Pentland Brands and our customers.
- Own, lead and represent your area within the Team lead community.
- Customer & Commercial engagement, working closely with our most Strategic International Partners in your portfolio.
- Lead by example & manage a team of Customer Operations Executives and provide cover for a portfolio of customer accounts with responsibility for order placement, orderbook management, stock allocation, logistics and distribution, VAS requirements, reporting and customer communications.
- Order placement and delivery against customer orderbook, using and promoting exception report across your team and channels.
- Organising, tracking, and satisfying in season order requests.
- Stock allocation and logistics.
- Responsibility for reporting and customer communications.
- Process cancellations, credits, debits, returns of non-faulty goods, VAS and DC requirements.
- Responsibility for export documentation and compliance for global logistics.
- Order management and administration of business processes related to orders for goods or services.
- Managing the key activities and actions involved in processing an order to the satisfaction of the customer.
- Provide constantly updated sales and order book information, a record of customer returns, debits and credits and general and order processing activity.
- Making and communicating the necessary changes made to the customer’s order book in line with the business and customers’ requirements.
- Identify potential problems and solutions required to manage Customer OTIF.
- Working cross functionally with the Asia merchandising and shipping team to manage the aspect of delivering direct delivery export to market if required.
- Understanding of export and internal direct delivery processes.
- Produce regular data analysis on order book and Supply Chain using internal and external sources.
- Ability to interrogate and source information from SAP.
- A key stakeholder in driving Salesforce and Pentland Connect alignment across the teams.
- Constant review of COPS Annual Game Plan and work streams supporting this.
- Team PDR & Pentland Principles alignment towards your individual team members personal development.
What you'll need to thrive:
- German Language Speaker (C2 minimum)
- Excellent communication skills with a range of stakeholders.
- Experience leading a team or previous high performer within operational function.
- Advance Excel skills.
- High attention to detail.
- Reporting and analytical skills.
- Experience in a customer focused role.
- Experience in administrative duties to raise cancellations, credits, debits, invoicing, and orders.
- Stock management and orderbook management skills.
- Experience of interpreting large amounts of data and confidence in reporting procedures.
- Excellent verbal, written and presentation skills across all levels of the business.
- Management experience of/exposure to global accounts, multinational distributors, and retailers.
- Previous customer service/key account sales support experience and/or sales environment, preferable international exposure.
- Knowledge of export procedures and documentation preferable.
- Language preferable in need of specific roles - French speaker primary/ German secondary.
- Knowledge and management of on-line retailer/distribution is desirable.
- Working knowledge of SAP or similar systems knowledge is advantageous.
- Team player.
- Ability to work to deadlines.
Alongside a competitive salary and discretionary bonus, we offer a comprehensive benefits package designed to support your wellbeing, flexibility, and life outside work. This includes generous holiday allowance with the option to buy more, hybrid and flexible working, enhanced family leave, pension and financial protection, wellbeing support, travel schemes, and generous discounts across Pentland Brands and selected retail partners. You can find full details of our benefits and perks on our UK Benefits page.
Customer Operations Team Leader (DACH) in Sunderland employer: Pentland Brands
At Pentland Brands, we pride ourselves on being an exceptional employer, fostering a diverse and inclusive culture where every team member is empowered to contribute and grow. Located in Sunderland, our Customer Operations Team Leader role offers not only a competitive salary and comprehensive benefits package but also a supportive environment that prioritises employee wellbeing and professional development. With flexible working options and a commitment to high standards, we ensure that our employees thrive while delivering outstanding service to our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Team Leader (DACH) in Sunderland
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Pentland Brands on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Pentland Brands, their values, and recent news. Show them you’re not just another candidate but someone who genuinely cares about their mission and culture.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on common questions for customer operations roles and be ready to showcase your leadership skills and experience in managing teams.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Pentland family!
We think you need these skills to ace Customer Operations Team Leader (DACH) in Sunderland
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Operations Team Leader role. Highlight your experience in managing teams and working with international partners, as this will show us you understand what we're looking for.
Showcase Your Skills:Don’t forget to emphasise your advanced Excel skills and attention to detail. We want to see how you’ve used these skills in previous roles, especially in customer-focused environments.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your achievements and experiences quickly.
Apply Through Our Website:We encourage you to apply directly through our website. This way, you’ll ensure your application gets to the right people and you can easily track its progress!
How to prepare for a job interview at Pentland Brands
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Pentland Brands and their values. Familiarise yourself with their iconic brands and how they operate in the DACH region. This will help you demonstrate your genuine interest and align your answers with their mission.
✨Showcase Your Leadership Skills
As a Customer Operations Team Leader, you'll need to lead by example. Prepare examples from your past experiences where you've successfully managed a team or improved processes. Highlight your ability to motivate others and drive best-in-class service.
✨Be Data Savvy
Since the role involves reporting and data analysis, brush up on your Excel skills and be ready to discuss how you've used data to make decisions in previous roles. Bring examples of reports you've created or insights you've derived from data to showcase your analytical abilities.
✨Practice Your Communication
Excellent communication is key in this role. Prepare to discuss how you've effectively communicated with various stakeholders in the past. You might even want to practice explaining complex ideas simply, as this will show your ability to engage with different audiences.
