WHO YOU ARE!
Bilingual Order Management Customer Service Associate
Postion Summary
The Order Management Customer Service Associate provides the best in class comprehensive service to our customers, both external and internal that includes at a minimum a customer centric view, professionalism, timelines and pleasant demeanour at all times, especially in difficult situations. Ensure the order process flow and all associated business flow is managed in a timely and effective manner both individually and as part of the Customer Service Team processing all orders received each day.
Duties and Responsibilities:
Wholesale:
- Provide complete Order Management for assigned customer base. Daily management of customer orders including Order Capture, Management and Fullfillment, such as but not limited to, confirmation of order entry, cancel date extensions, JO’s, applying correct Cancelation Reason Codes, Delivery Create, investigate backorders, shortages and late tracking deliveries.
- Order Flow Optimization, track and maintain orders ensuring accurate and timely delivery on orders to the DC.
- Monitor Contracts delivery dates and work with Sales to convert Contracts into shippable pairs, prior to the Cancel Date.
- Drive resolution of account issues through problem solving, escalation and collaboration with Sales, Demand Planning, DC and Credit. Ensure proactive approach by daily contact and follow up on supply challenges.
- Contribute to monthly shipping targets by providing proactive information to key stakeholders through reporting and analysis to ensure product flow and resolution.
- Perform SAP queries and customer specific Excel reports for analysis of orders.
- Provide support to B2B site (troubleshooting and report issues to IT).
- Position yourself and the Sales Team to sell more shoes at every opportunity presented.
Other Duties and Responsibilites:
Ecommerce/ Retail Stores:
- Enjoys supporting in/outbound call activity with a customer-centric view by providing best in class service with established phone metrics.
- Maintain Phone Queue KPI’s (Service Availability, Average Handling Time, etc.).
- Assist On-Line Customers with the website navigation, order tracking, product inquires and complaints.
- Provide back up to other team members as necessary.
- Quarterly rotation of MGroup creation.
- Assist in special projects as required.
Minimum Qualifications:
- Post-Secondary diploma or degree.
- Bilingual - excellent written and oral communication skills in French and English.
- Consumer/Call Center experience 2+ years.
- SAP, Demandware and Microsoft Office (Outlook, Excel) experience is a strong asset.
- Order Management Experience.
- Customer-centric view providing best in class service.
- Strong interpersonal skills, people oriented, team player.
- Excellent communication skills.
- Able to work independently and make decisions with minimal supervision.
- Quick learner, strong multi-tasking ability.
- Ability to work well under pressure and deal with difficult customers.
- Ability to communicate clearly, concisely and professionally.
- Ability to prioritize work and adjust priorities as needed.
We care about creating and maintaining strong, positive relationships with our colleagues, our partners, our customers and the societies in which we live and work. We act with integrity and we respect and encourage diversity. We are a passionate organisation, filled with people who are passionate and build their work on what they love to do.
We are committed to promoting a fair and equitable selection process and work environment that is inclusive and barrier free. ECCO Shoes provides equal employment opportunities for all individuals regardless of age, sex, disability, race, ethnic origin, citizenship, creed, sexual orientation, marital status or any other grounds as described in the Human Rights Code. Applicants with a disability need to make any accommodation requests for the interview process known in advance. The Human Resources Department will arrange for reasonable accommodation in accordance with the Human Rights Code which will enable you to be assessed in a fair and equitable manner.
To learn more about our Company please visit ca.ecco.com. We thank all candidates for their interest in ECCO Shoes, however only those chosen for interviews will be contacted.
To apply please send your resume to eccotalent@eccostores.ca