Manage all customer service functions in support of the US Sales strategic plans and seasonal tactics.. Ensure customers with assigned region(s) experience service that exceeds their expectations. Push strategic agenda for account management that continually maximizes our staff, systems, and processes to transform customer service into an asset for Converse. Provide day to day support for Account Management staff.
Manage Account Management staff to provide best-in-class customer service. Ensure strategic partners' business and service model is maximized by constant communication and cross-functionally work with sales and other internal groups. Define and institute key metrics that will measure our performance versus Nike Inc. and industry standards. Actively coordinate service efforts with the Distribution Center regarding ship date priorities, flow of pick tickets, and so on. Identify and raise areas of improvement and/or opportunity to management team.
Manage business activity and workflow to insure that there are no gaps in service or coverage and all daily tasks are completed efficiently. Manage daily call volumes to allow for equitable distribution of calls to maintain a minimum phone success rate of at least 97% in all areas of responsibilities. Monitor results via salesforce.com and other reporting.
Work in conjunction with regional sales directors to support specific regional goals and plans for execution. Communicate these goals and plans to staff. Focus on improving service for key strategic retailers (top 100) and insuring that company growth objectives are supported. Work cross-functionally with compliance and operations team to support and effectively implement any special handling requirements from key strategic partners to improve service.
Ensure staff understands and adheres to all policies and procedures related to orders, returns, cancellations, and product availability. Ensure employees are well informed and in compliance with all technical services. Maintain strong working knowledge of EDI, QRS Catalog, Quick Response, Labeling, Special Handling, Sales Programs and ensure that staff is well trained in each discipline.
Align with Customer Operations to insure booking calendar is appropriately implemented and order entry flows correctly through the business process. Define reporting structure in conjunction with Customer Operations that informs account management of key information easily and succinctly. Organize and monitor ad hoc reporting to support business activity, but maximize time and effort.
Push strategic agenda for account management that continually maximizes our staff, systems, and processes to transform customer service into an asset for Converse. Develop and implement new tools to help service our accounts and sales resulting in increased sales contributions and provide incentive and motivation to staff.
Act as key player in Converse SAP implementation providing valuable insight into Converse's current platform and translating the key business processes and information to SAP. Utilize SAP to improve on all levels of Converse's business activity to include Sales Programs, Customer Hierarchies, Order Entry, and so on.
Oversee and implement the Nike CFE program/process for all members of the account management team. Activate consistent flow of feedback for both management and individual team members, so insights can be captured and used appropriately. Create continuous flow of new members to insure support is maintained consistently and Account Management can become a source of talent for the entire company. Improve career-path process for Account Managers so that they can identify their long-term objectives and build a career with the company.