Customer Service Specialist

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

We are seeking a Customer Service Specialist to deliver outstanding service to our Key Accounts. This role requires a strong focus on customer care, working collaboratively with the Sales team and key departments across the EMEA region. The ideal candidate will help drive order book conversion, support achievement of year-end targets, and contribute to growing brand awareness through outstanding service and relationship management.

MAJOR ACCOUNTABILITIES:

• Providing outstanding service and handling the order book for a selection of our Key Accounts.
• Placing forward orders in line with monthly order cut off.
• Improve order book conversion by collaborating with Sales, Finance, Logistics, and they Key Accounts Team.
• Attend scheduled Account Manager meetings with sales reps to ensure a full order book review.
• Reconciles to be actioned and communicated to the customers.
• Ensure that the order book is dated and aligned to key product launches and intros as well as customer required delivery dates.
• Manage the customer Order book Tracker, ensuring stock is arriving in time to meet the customers requests, and communicating any possible delays accordingly.
• Adhere to Action Order book Cleanse and Housekeeping monthly ensuring all deadlines issued by the team arecompleted.
• Order books sent weekly to customers and Account Managers where required.
• Ensure all worksheets, VAS and booking requirements are met and deadlines adhered to.
• Ensure cancellations are processed according to the EMEA policies.
• Ensure that minimum standards are met in all aspects of the role and procedures are followed accurately.
• Take ownership of your personal objectives and development.
• Communicate effectively with all members of the team and the wider business, raising any issues outside your remit to the appropriate department.
• Work within the Data Protection policy to ensure that we are meeting our obligations.
  
  

REQUIREMENTS FOR SUCCESS:

• Experience in a similar business to business role or industry as a customer service specialist managing key accounts at a high level.
• IT literate – this is key as a result of the level of data used through the customer portals and Order book Trackers. Microsoft Excel skills are crucial, including: V-lookups, Pivot Tables and Formulas.
• Strong attention to detail and organization skills.
• Clear and concise communicator.
• Good relationship builder with internal and external customers.
• Strong numeracy and literacy skills.
• Strong problem-solving ability.
• Pro-active, ability to work as part of a team or alone.
• Work well under pressure and meet deadlines.
• Willing to travel when the business requires.
  
  

BENEFITS:

• Discretionary Bonus Opportunity
• Private Medical Insurance
• Dental Scheme
• Pension Scheme
• Flexible Working Hours (07:00 – 10:00 start, 15:00 -18:00 finish)
• Hybrid working (3 days on-site)
• 25 days Annual Leave per year
• Life Insurance
• On Site Gym
• Employee Discount
• Flexibility to Work from Anywhere for four weeks per year
• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)
  
  

Equal Opportunity Employer:

New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.

If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.