Job Description

This role primarily exists to service Wolverine’s customers by providing customer focus, account management and functional expertise whilst contributing towards the European Customer Services vision.
The Customer Service Representative is a key contributor to achieving this vision by delivering the following.
- Always striving to exceed internal/external customer expectations.
- Actively working with the team and team leader to identify opportunities to improve service
- Undertake tasks efficiently and accurately with attention to detail
- Ensures that customer requirements are fulfilled – order processing, VAS Manuals kept updated, and orders are converted to shipments in line with customer needs
- Builds relationships with external and internal customers by understanding customer needs and gaining their respect and trust.
- Represents the brands by offering a positive, motivated and can do approach
- Working across functions building partnerships that focus on service, problem solving and effective communication.

Sales Order Processing

• Ensure that all new orders from customers are processed onto SAP accurately and within 24 hours of receipt.
• Ensure that all forward orders for key customers are acknowledged within 48 hours of receipt and that delivery dates are confirmed in line with WWW guidelines.
• Update orders as necessary and maintain an accurate order book at all times.
• Advise customers of any revisions to requested delivery dates/quantities as soon as the information is available.
• Accept new orders from customers by telephone, email and fax and actively sell additional quantities where possible.
• Monitor status of order progress to the point of dispatch from the warehouse to help avoid any delay to the delivery process and customer dissatisfaction.
• Resolve customer enquiries quickly and ensure that they are answered in full and accurately.
• Ensure that all orders are processed in line with WWW policies – i.e. minimum orders, YAC guidelines etc.

Account Management

• Monitor orders and advise Team Leader of any known problems or delays.
• Answer incoming customer calls as required – ensuring that these calls are dealt with to an exceptionally high standard.
• Participate in call monitoring and coaching to continuously look for improvements in managing customer calls.
• Ensure that credits and returns are dealt with efficiently in line within agreed SLA’s
• Liaise with third party Warehouse and Logistics concerning any shortages, processing, bookings or returns
• Liaise with Finance/Credit Control department concerning returns, credits and invoicing issues.
• Keep warehouse fully up to date with processing requirements of specified accounts.
• Keep in regular contact with accounts, maintaining and developing good working relationships
• Communicate relevant account activity to Team Leader as appropriate.
• Take accountability for managing and shipping order book, promoting a proactive approach to help maximize sales
• Provide regular delivery schedules to key customers keeping them informed of the latest delivery dates of their orders
• Courtesy calling customers to gain feedback on brand performance and the service being provided to them, using this constructively and effectively.
• Provide regular updates and communications to your sales teams ensuring they are fully aware of any account issues, order delays etc.
• Provide relevant reporting to both internal and external customers and ensure you develop a good understanding /knowledge of the reporting tools available.

General Requirements

• Ensure you follow all appropriate guidelines, polices and processes in line with expectations
• Be a team player – support your team leader and colleagues, see success in terms of team performance.
• Help transform Customer Service dept into a proactive versus reactive organization in a way that creates a superior customer service experience.
• Support the business – drive performance forward maximizing shipments and opportunities for replenishment sales.
• Perform other duties as required/assigned by Team Leader
• Maintain organized and efficient filing system for all customer related paperwork.
• Attend exhibitions/trade shows, sales meetings and visit customers when required
• Actively participate in coaching and training opportunities to enhance your skills and knowledge
• Be an ambassador for our brands and products.

KEY SKILLS, EXPERIENCE AND COMPETENCIES

• Fluency in both written and spoken French. Additional Spanish language may be beneficial
• Minimum 2 years experience in a branded/wholesale customer services environment
• Customer Service orientated
• SAP experience preferred although not compulsory
• Excellent communication skills with customer focus at all times
• Strong team player with the ability to be able to contribute new ideas
• Adaptable to change
• Demonstrate drive and enthusiasm
• Adopt a proactive approach and be a “forward thinker”
• Well organized, ability to manage priorities and produce accurate work in a pressured environment

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.

Wolverine Worldwide, Inc. is committed to creating a company that is as diverse as our consumers. We value the differences in one another and believe our differences make us stronger. Our diverse and inclusive corporate culture starts with the recruitment process. We are committed to being an equal opportunity employer. We aim to create equal opportunities for our associates, customers, and suppliers regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other legally protected characteristic.