Strategic Digital Customer Service Specialist

Your responsibilities

• Critical Results:

• Maintain established controls and ensure established procedures (SOP’s - Standard Operation Procedures) are followed in close collaboration with the external provider (WIPRO) to achieve agreed targets

• Establish close customer relationship with defined Strategic Digital Accounts and act as first point of contact related conversion of order book and planned demand

• Facilitate the growth of the Digital Channel through optimizing operational excellence of end to end O2CX process from order procurement through delivery conversion

• Key Responsibilities and Accountabilities:

• Single point of contact for Strategic contacts for consolidated view/reporting on order status/delivery

• Ensures customer receives all the relevant information relating to open orders & deliveries

• Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission

• Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity

• On time delivery for European product launches or tests to be aligned with marketing strategy and timelines

• Governance of order book pricing aligned to agreed trade terms

• Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems

• Testing of new system functionalities and maintenance of all training materials as relevant

• Act as the first point of contact and take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts.

• Ensure that customer data is maintained, is up to date always with high accuracy

• In the case of returns, organize collection and return of goods as per Levi’s policies.

• Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)

• Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence

• Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning and Vendor party providers.

• Ensure agreed OM activities are carried-out on time and within agreed service levels by the external provider as agreed

• Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management and delivery process automation

• Ensure Strategic Digital Business Plans are operationalized into Order Management priorities

Our requirements

Job Description

Support the business growth objectives through managing the entire Order Management process for defined Strategic Digital Accounts within the North Europe Digital Channel. The focus of the role is to facilitate timely and accurate execution of order management, returns management and consolidated reporting views for the North Europe Region to achieve the Digital revenue and profitability plan.

Travel Percentage

Primarily works in an office environment

• May be required for exceptional travel up to 10% of the time (market visit, customer or internal meetings)

Job requires the following physical activities

• Working at a computer and video display terminal more than 75% of the time.