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| Customer Service Manager Greenland, NH (USA) Apply Online |
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| Post Date: | 11/04/09 | Company: | Nike, Inc. |
| Compensation: | not given | Contact: | |
| Job Type: | Full Time | Phone: | |
| Education: | High School / GED | Fax: | |
| Experience: | 6 months - 2 years | Mailing Address: | |
| Travel: | Negligible | ||
| Reference: | CH00027343FY10 | ||
 Title: Customer Service Manager - Consumer Direct Location: NH-Greenland Plan and manage the organization and the procedures to support communication, order management and order fulfillment for the Cole Haan.com and Cole Haan Retail channel. Play a leadership role in cross functional operations projects that support the customer order fulfillment process Drive for results: Manage recruiting practices and staff development programs to elevate bench strength. Plan and organize order processing, allocation and customer contact work flow for maximum efficiency. Anticipate and react with agility to unexpected changes in the business cycle. Manage team strength and procedural flexibility by supporting lean thinking. Routinely plan and look forward to maximize inventory and order fulfillment. Drive order processing and customer communication project management from the planning stage to after action review. Contribute to the creation of a culture obsessed with service that is delivered creatively and individually. Measure key indicators and use results to drive process improvements: Order fulfillment, order administration, call and email response rates, quality of call and email response monitoring. Create and use measures as leverage to initiate cross functional teams for process improvement design. Lead the customer service team: Be a role model by effectively communicating a thorough knowledge of the .com and retail business. Be a resource for staff development - communication and analysis skills; critical assessment skills. Encourage contribution in a thinking and educating environment. Inspire results through clear statement of goals, execution planning and adherence to deadlines and post action reviews. Know the business: Develop strong relationships with sales, finance, marketing, logistics. Understand the impact on the business from a broad and global perspective - current events, socio economic and environmental factors. Ensure the Customer is represented within Cole Haan supply chain operations by routine and articulate representation of customer requirements. Establish efficient administrative practices: write and conduct reviews; periodic success profile review; recommendation for infrastructure changes; budget preparation; staff scheduling. Establish strong working relationships with Cole Haan.com and Retail sales and operations management to ensure order fulfillment and customer communication practices support the business direction. Work within supply chain operations to integrate order management practices. Stay in tune with changing market conditions, economic influences and Cole Haan market strategies. Proven ability to lead, coach and mentor staff, experience conducting performance appraisal and delivering coaching, supervisory skills. Demonstrated ability to think critically and analytically, proven ability to organize and clearly communicate thoughts and ideas, strong written and verbal communication skills. Ability to plan and execute. Plan and manage the organization and the procedures to support communication, order management and order fulfillment for the Cole Haan.com and Cole Haan Retail channel. Play a leadership role in cross functional operations projects that support the customer order fulfillment process Drive for results: Manage recruiting practices and staff development programs to elevate bench strength. Plan and organize order processing, allocation and customer contact work flow for maximum efficiency. Anticipate and react with agility to unexpected changes in the business cycle. Manage team strength and procedural flexibility by supporting lean thinking. Routinely plan and look forward to maximize inventory and order fulfillment. Drive order processing and customer communication project management from the planning stage to after action review. Measure key indicators and use results to drive process improvements: Order fulfillment, order administration, call and email response rates, quality of call and email response monitoring. Create and use measures as leverage to initiate cross functional teams for process improvement design. Lead the customer service team: Be a role model by effectively communicating a thorough knowledge of the .com and retail business. Be a resource for staff development - communication and analysis skills; critical assessment skills. Encourage contribution in a thinking and educating environment. Inspire results through clear statement of goals, execution planning and adherence to deadlines and post action reviews. Know the business: Develop strong relationships with sales, finance, marketing, logistics. Understand the impact on the business from a broad and global perspective - current events, socio economic and environmental factors. Ensure the Customer is represented within Cole Haan supply chain operations by routine and articulate representation of customer requirements. Establish efficient administrative practices: write and conduct reviews; periodic success profile review; recommendation for infrastructure changes; budget preparation; staff scheduling. Establish strong working relationships with Cole Haan.com and Retail sales and operations management to ensure order fulfillment and customer communication practices support the business direction. Work within supply chain operations to integrate order management practices. Stay in tune with changing market conditions, economic influences and Cole Haan market strategies. Proven ability to lead, coach and mentor staff, experience conducting performance appraisal and delivering coaching, supervisory skills. Demonstrated ability to think critically and analytically, proven ability to organize and clearly communicate thoughts and ideas, strong written and verbal communication skills. Ability to plan and execute. |
| Apply Online |
