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The Customer Service Executive will manage the OTD process in the Cluster and Countries according to Global and Regional Operations strategy. She/he is responsible for fulfilling Customers (Retailers) service level agreements and KPIs execution across the Area/Countries in alignment with Operation’s strategy.
Key Responsibilities
📦 Execute order to delivery process:
Ensure an excellent customer experience by managing the Order-to-Delivery process in line with global, regional, and cluster guidelines and KPIs. Coordinate key activities such as order management, scheduling, allocation, order release, outbound operations, returns, and defective product management, ensuring smooth and efficient execution across the Cluster/Country.
🚚 Close collaboration with logistic partner:
Build a strong partnership with our third-party logistics provider to ensure deliveries are made on time and according to customer requirements. Support operational excellence through effective communication, training, warehouse visits, and ongoing collaboration.
🤝 Ensure best service to puma customers:
Act as a key partner for the Sales Team in the execution of go-to-market activities at Cluster and Country level. Deliver outstanding customer support while consistently achieving service level targets and KPIs
⭐ Focus on customer relationship:
Provide best-in-class support to assigned customers, ensuring operational requirements are met and customer issues are resolved efficiently. Proactively identify solutions, support product replenishment opportunities, and contribute to business growth through a customer-focused approach.
🌍 Strong alignment with other functions:
Work closely with Sales, Finance, Marketing, and Operations teams to coordinate deliveries, reduce claims, and optimize logistics costs. Ensure successful product launches by executing plans aligned with the marketing strategy and business objectives.
Be the key link between customers, sales, and operations ensuring an exceptional service experience and contributing directly to PUMA’s success. 🚀
Education:
Bachelor’s degree or higher education in business administration, supply chain management, logistics, or a related field.
Skills:
Strong analytical skills
Proven experience in tools & technology
Results oriented
Customer Service oriented
Ability to work alongside other functions
Good communication skills and excellent capabilities to resolve issues.
Experience:
This role requires 2-3 years of experience in customer service or similar roles, preferably in sporting goods industry.
Experience in management tools: SAP SD, Office (Excel and Power Point), Power bi (not excluded). Knowledge of other CRM systems will be highly valued.
Understanding of Order to Deliver process knowledge and capability to analyze customer data and KPI’s
Languages Fluent Spanish and high level of English is required. Portuguese will be highly valued.
PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex,
gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at
PUMA and we do not tolerate any form of harassment or discrimination.
At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal
opportunity - no matter your background, identity, or experience.To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play.
PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000
employees worldwide.
PUMA is one of the world’s leading sports brands, designing, developing, selling and marketing footwear, apparel and accessories. For more than 75 years, PUMA has relentlessly pushed sport and culture forward by creating fast products for the world’s fastest athletes. PUMA offers performance and sport-inspired lifestyle products in categories such as Football, Running and Training, Basketball, Golf, and Motorsports. It collaborates with renowned designers and brands to bring sport influences into street culture and fashion. The PUMA Group owns the brands PUMA, Cobra Golf and stichd. The company distributes its products in more than 120 countries, employs about 20,000 people worldwide, and is headquartered in Herzogenaurach/Germany.
