Job Description
We are working with a well know 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 communicate with customers.
Main Responsibilities Will Include:
Lead, motivate, and manage a customer service team of 5-10 people to achieve high levels of performance and customer satisfaction
Manage the accurate entry of customer orders into the system
Oversee the allocation process and ensure effective communication with the warehouse to ensure timely order processing and shipment preparation
Track the allocation of orders, monitor upcoming shipments and provide timely updates on delivery schedules to both internal teams and customers
Collaborate with Sales, Logistics, and other relevant teams to address customer needs, resolve any issues, and ensure smooth order processing
Continuously improve customer service processes; implement best practices to reduce delays, optimise order management, and streamline communication between team
Provide regular performance reports on key metrics, including order fulfilment rates, customer satisfaction levels, and delays
Develop and implement training programs for the customer service team
Person Specifications:
Previous experience is essential
Strong Communication
Problem-solving abilities
Experience in managing teams within a customer service or retail environment
A focus on continuous improvement and operational efficiency is key
