Customer Service Associate

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

As our Customer Service Associate you will be responsible for ensuring all New Balance products sold through our Ecommerce & Marketplace Partners are logistically, operationally, and systematically managed to a best-in-class level to ensure customer satisfaction. Managing the day-to-day customer service relationship and operations with our 3rd party agency we are looking for a professional and approachable associate who has excellent time management skills as well as the ability to adapt to changing business requirements/priorities.

We offer hybrid working and a flexibility to working hours to accommodate for a healthy work life balance. Ideal candidates will be in the office 3 days per week.

MAJOR ACCOUNTABILITIES:

• Focus on ensuring all orders are systematically processed successfully
• Ensure all Ecommerce & Marketplace Customer Experience targets are met
  • Identifying and resolving any potential CXM issues
  • Processing cancellations, allocations, suspended and pending orders
  • Raising IT tickets and managing resolution of any systematic issues causing CXM challenges
• Support the day-to-day relationship with our 3rd party customer service partners
• Ensure service level agreements are being met with logistics
• Ensure efficient collaboration, co-ordination and communication between relevant departments
• Provide reporting on agreed key metrics to the business
• Ad-hoc needs as determined by the business
• Responsible for reporting on and enhancing fraud order controls

REQUIREMENTS FOR SUCCESS:

• Strong focus on operational tasks in order management
• Previous experience in Customer Service or Order Management role
• Excellent skills on Microsoft Excel and data visualization
• Creative decision making and problem-solving skills
• Ability to adapt to changing business requirements
• Experience working with third parties
• Good understand of the supply chain process and the ability to drive process adherence throughout the organization
• Experience using any order management system such as Aurora, Deck Commerce, Kount and Sales Force are an advantage
• Fluent in English, other European languages are an advantage

BENEFITS:

• Discretionary Bonus Opportunity
• Private Medical Insurance
• Dental Scheme
• Pension Scheme
• Flexible Working Hours (07:00 – 9:30 start, 15:00 -17:30 finish)
• Hybrid working (3 days on-site)
• 25 days Annual Leave per year
• Life Insurance
• On Site Gym
• Employee Discount
• Opportunity to work abroad for four weeks per year
• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)

Equal Opportunity Employer:

New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.

If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.