Customer Service Manager

BIRKENSTOCK is a global brand which embraces all consumers regardless of geography, gender, age and income. The company is deeply footed on a family tradition of shoemaking that can be traced back to 1774. With around 7100 employees worldwide, BIRKENSTOCK is the largest employer in the German footwear industry. To ensure our quality standards, we produce over 95% of our products in Germany and source more than 90% of our materials and components from Europe. The BIRKENSTOCK Group is headquartered in Linz am Rhein and maintains several locations in Germany, as well as sales offices in Europe, North America, the Middle East and Asia.

YOUR SHOES TO FILL:

• Customer Service (B2B SIDE)
  1. First and main contact for our B2B clients in Greater China and establish and maintain a strong relationship with all our clients
  2. Responsible for customer enquiries & complaints
  3. Quality & Claims: quality check and corresponding claims management process, control points and KPIs
  4. Return management – Manage customer return or destruction after approved claims
  5. Develop best-in-class customer service procedures and KPIs

• Customer Service (DTC SIDE)
  1. First and main contact for our 400- or official customer service email portal
  2. Responsible for customer enquiries & complaints
  3. Establish a dedicated process for handling companits escalated to market supervision authorities, ensuring timely response and resolution within regulatory deadlines
  4. Analyze root causes of official complaints (e.g product quality, false advertising, pricing disputes, labeling issues, service quality etc) and coordinate with corresponding departments for improvement

• Management Reporting
  1. Order Intake – track against budgets & plans
  2. Bi Weekly YEP - in price, quantity & valued currency
  3. Risk Management - identify risks & mitigating actions ensuring budget delivery
  4. On Time Delivery & Backlog – in quantity & valued currency

• Order Management & Execution
  1. Order Intake
  2. Creation / Maintenance of Master Data in SAP & daily monitoring of Sales Order
  3. Manage Scheduled Deliveries of Open Orders

• Order Administration Reports: Processing, Allocation & Order Tracking
  1. Open Orders - in price, quantity & valued currency
  2. Status Reporting & Changes - in price, quantity & valued currency
  3. Monitors & files credit management documentation as well as logistics documentation for all goods movements
  4. Expected Delivery to the Market(s) - in price, quantity & valued currency
  5. Account Statement: Rolling Updates - in price, quantity & valued currency

• Credit Management: Accounts Receivable – Ageing in Quantities and Valued Currency

• Business Process Management
  1. Document AS-IS Business Processes, including documentation of Key Data Structures
  2. Evaluate Design and Effectiveness of current Operating Business Processes
  3. Lead all re-designs and updates of business processes that reflect industry best practices (Blueprinting, testing, master data)
  4. Automate Business Reporting – Faster x more reliable Data to Management Information
  5. Build comprehensive business process training deck for various stakeholders
  6. Build Internal Audit program & Conduct Internal Audits documenting risks

• Establish a formal „best-in-class“ SLA to various internal & external stakeholders
• Business Process Management
  1. Document AS-IS Business Processes, including documentation of Key Data Structures
  2. Evaluate Design and Effectiveness of current Operating Business Processes
  3. Lead all re-designs and updates of business processes that reflect industry best practices (Blueprinting, testing, master data)
  4. Automate Business Reporting – Faster x more reliable Data to Management Information
  5. Build comprehensive business process training deck for various stakeholders
  6. Build Internal Audit program & Conduct Internal Audits documenting risks
  7. Establish a formal „best-in-class“ SLA to various internal & external stakeholders

 

YOUR WALK OF LIFE 

• Bachelor's degree in business, customer service or related field preferred
• Ideally 5-10 years working experience in related field
• Functional expertise in operations management and intercultural competence
• Good communication skills with internal departments and external parties
• A good team player, with apparel / consumer goods working experience preferred
• Must engender a positive “can do” attitude in others
• Strong entrepreneurial and structured mindset including hands-on mentality with ownership and conscientiousness.
• Strong strategic and analytical capabilities to identify, read and interpret operational & digital data to drive insight & actions for better operation performance as well as process optimization
• Native or bilingual proficiency in Chinese; professional proficiency in English; German is a plus
• Strong IT skills, including advanced MS Office proficiency and hands-on experience with SAP (MM/SD modules)

 

WE OFFER:

BIRKENSTOCK offers you all the advantages of a successful, fast growing, global company: dynamic work environment, considerable design freedom, authentic and open corporate culture and excellent development opportunities. Sounds exciting? It is. We are looking forward to receiving your online application, stating your salary expectations!

If you have any further questions, please contact Anna-Lena Krapp.