Head of Customer Service EMEA

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 into the Sales Director.

Job Description

• Manage and support the Customer Service team based in our clients head office.
• Manage and support the Customer Service leads in Germany, Spain, Italy, and France, including visits to, and regular communication with the subsidiary offices.
• 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 to meet the aims and requirements of the business.
• Build strong relationships with Country Managers and work closely with them on customers’ requirements in balance with the aims of the business.
• Effectively balance customer needs with business requirements.
• Manage all customer Service processes, encouraging the team to be proactive.
• Troubleshoot problems on a timely basis, ensuring the team is addressing issues in line with agreed priorities.
• Day to day management to ensure the team delivers what the customer needs.
• Encourage and assist the team to provide speedy resolution to queries, and act as a sounding board to team members whilst encouraging them to show initiative.
• Run daily reports in SAP and BI and take prompt action to highlight potential problems.
• Manage order book entry for Key Accounts.
• Work closely with, and manage the business relationship with: Head of Distribution, Distribution and Logistics teams, KTN, Credit control, IT
• Assist with Web Customer Service where needed.
• Attend weekly meetings with relevant departments.
• Manage open customer orders including: Ensuring all customer orders are input to SAP prior to season cut off dates.
• Mass reject from orders when required.
• Investigate and resolve orders past date.
• Ensure the team update and monitor orders on an ongoing basis.
• Approve credits, returns and discounts up to a specified value, and work with relevant departments and CFO to consider proposals of higher value.
• Investigate and resolve customer complaints.

Knowledge and Experience

• Excellent organisational skills with strong attention to detail
• Proven ability to manage multiple projects and timelines.
• Ability to successfully work under pressure and prioritise workload.
• Strong written and verbal communication skills.

Person specification/Leadership skills

• Experience of leading and motivating a team (both on site and remotely)
• Ability to delegate workload effectively.
• Dedication to training and developing others.
• Is a fair and reliable leader.
• Ability to build strong and effective relationships.
• Ability to solve problems in a practical, constructive manner.
• Acts as a business ambassador and is business orientated.
• Acts as a role model to others.
• Demonstrates positive behaviours that inspire others.
• Ability to see ‘the bigger picture.’