Sales Operations & Customer Service Manager - Reebok

We are working with a well-known and very successful streetwear brand - REEBOK who is seeking a Customer Service Manager to lead a dynamic team of customer service executives. In this role, you will be responsible for overseeing day-to-day wholesale customer service operations, managing order entry, product allocation, ensuring seamless communication with the warehouse, monitoring shipments, and proactively communicating with customers.

Main Responsibilities Will Include:

1. Lead, motivate, and manage a customer service team of 5-10 people to achieve high levels of performance and customer satisfaction.
2. Manage the accurate entry of customer orders into the system.
3. Oversee the allocation process and ensure effective communication with the warehouse to ensure timely order processing and shipment preparation.
4. Track the allocation of orders, monitor upcoming shipments, and provide timely updates on delivery schedules to both internal teams and customers.
5. Collaborate with Sales, Logistics, and other relevant teams to address customer needs, resolve any issues, and ensure smooth order processing.
6. Continuously improve customer service processes; implement best practices to reduce delays, optimize order management, and streamline communication between teams.
7. Provide regular performance reports on key metrics, including order fulfilment rates, customer satisfaction levels, and delays.
8. Develop and implement training programs for the customer service team.

Person Specifications:

1. Previous experience is essential.
2. Strong communication skills.
3. Problem-solving abilities.
4. Experience in managing teams within a customer service or retail environment.
5. A focus on continuous improvement and operational efficiency is key.