Customer Service Manager

hace 2 meses

Ecatepec de Morelos, México Under Armour, Inc A tiempo completo
About This Role

We are seeking a highly skilled Customer Service Manager to join our team in Mexico City. As a key member of our wholesale accounts department, you will be responsible for managing customer service aspects of our highest volume accounts.

Job Responsibilities
  • Manage daily customer order bank management for North American Wholesale accounts.
  • Analyze account fill rates and actively problem-solve for delayed product.
  • Run SAP & BI reports to determine current fill rates, future fill rates, and system release dates to ensure efficient warehouse operations.
  • Provide detailed allocation reports and updates to account managers and customers regarding their orders and respond to inquiries.
  • Partner with sales teams to determine the right action plan for Under Armour and the customer regarding their orders and shipments.
  • Aid in the development and improvement of procedures, reports, and processes.
  • Respond to customer inquiries regarding orders, shipments, products, VAS requirements, and pricing.
  • Service all inside and outside calls promptly and with enthusiasm.
  • Process sales orders via email, telephone, or electronically; confirm all orders received and troubleshoot any issues.
  • Understand the product line and cross-sell when needed.
  • Manage account dashboards to ensure accurate and timely deliveries.
  • Ensure a working knowledge of the entire order cycle and identify gaps or process improvements.
  • Work cross-functionally with Supply Chain, DH, IT, Accounting, and Production Teams to coordinate and ensure delivery by specified dates.
Requirements
  • Bachelor's degree.
  • 1+ years of related customer service experience.
  • Professional written and oral communication skills demonstrating a courteous demeanor and desire to assist customers and internal departments.
  • Availability during normal work hours (8:30 am – 5:30 pm) to respond promptly to customer needs or requests for service and assistance.
  • Must be detail-oriented, a people person, able to prioritize tasks, and work under pressure with multiple deadlines.
  • Identifies and resolves customer problems in a timely manner. Listens to feedback and improves service.
  • Meets time commitments to customers.
  • Analytical skills - Collects and provides data; Uses intuition and experience to complement data.
  • Problem-solving skills - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations.
  • Technical Skills - Strives to continuously build knowledge and skills, Shares expertise with others.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Oral Communication - Listens and gets clarification; Responds well to questions; Participates in meetings.
  • Written Communication - Writes clearly and informatively; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
  • Leadership - Exhibits confidence in self and others; Accepts feedback from others.
  • Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
  • Working experience with Microsoft Office.
What We Offer
  • A competitive salary of $45,000 - $60,000 per year, depending on experience.
  • Relocation not provided.
  • Paid 'UA Give Back' Volunteer Days.
  • Maternity and Parental Leave for eligible teammates.
  • Health & fitness benefits, discounts, and resources.
Location

This role is based in Huixquilucan, State of Mexico, MX.

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