We are seeking a Customer Operations Manager - temp
Customer Operations Manager - Northern Europe
This offer is first on a Temporary basis till end of 2020, with a possibility to move toward a fix employment within the same year. KEY OBJECTIVES
In this position you will have the opportunity to influence and develop one of Norway's most internationally known and recognised consumer brands. As part of our professional, multinational team you will hold a variety of challenging tasks related to team management.
This position will be based in our Oslo office. You will report to the CO Director Europe and will work in close co-operation with the regional sales team and various other departments throughout the company
This role demands a high degree of professionalism, great customer service skills, adaptability, tact and self-confidence. The ability to work in a fast-paced evolving sales environment is critical to success in this position.
KEY RESPONSIBILITIES
SERVICE EXCELLENCE
- Customer Service Excellence : Maintain strong professional leadership and management of a first-class customer orientated advice and information service to Helly Hansen B2b customers, across every country supported within the region.
Assist with the implementation of the Service Excellence Strategy by managing local service delivery plans within the countries that will lead to the continuous improvement of the customer experience.
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Service Culture : Cultivate a "customer first" culture and ensure that the Customer Service team approaches their responsibilities with a continuous improvement approach. Consistently strive to exceed our customers' expectations to produce continued success and sustained company growth.
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Customers Understanding : Maintain a high level of communication with customers regarding their service expectations, identifying elements important to them and ascertaining the best methods of communication.
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Best Value Service : Ensure the delivery of cost effective "best value" services by balancing customer's requirements with cost targets.
TEAM MANAGEMENT
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People: Conduct interviews and manage the hiring and training processes for the Team. Perform the corporate yearly appraisal process with the Customer Service Team. Help to manage, build and develop a stable, committed and high performing customer service team. Continuously listen to the team and keep up promises to create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
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Workload : Manage the day to day workload with the customer service team and take the necessary actions to ensure that tasks are fully accomplished within the agreed deadline. Nothing is left to doubt, and everything required is performed well. Be responsible for committed deliverables and be accountable to colleagues for the success of the team.
OPERATIONS EXCELLENCE
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KPI's: Lead and maintain the Excellence Standard within the Customer Services Team by reviewing KPi's on weekly and seasonal basis and take required actions to realign with the agreed performance levels.
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Delivery of Forecast : Work with the teams to ensure the delivery of the Yearly, Seasonal and Monthly forecast across assigned countries within the region. Work with the Internal function within Helly Hansen Group to identify possible gap ahead and take possible corrective steps to reach the agreed budget.
EXPERIENCES / QUALIFICATIONS
- You possess a minimum of five years' work experience with commercial- and/or service- orientated responsibilities
- Previously exposed to various businesses, sizes, and industries is a plus
- Previously exposed to businesses and industries of various sizes is a plus
- Team leading skills with the ability to understand group dynamics to build consensus in support to the stated goals
EDUCATION
- Ideally, have a University Degree and qualifications in Business
- Possess advanced computer literacy
- Fluent in English
WE OFFER
Young, dynamic, creative and international environment
A culture of empowerment and ownership
A culture that rewards 'excellence' in an exciting phase of growth and opportunities
TRAVEL
The position has a light travel schedule of about 2 to 3 weeks per annum.
Pls apply asap only to: https://www.hellyhansen.com/careers/
Questions can be directed to: jonathan.gennequin@hellyhansen.com
Om bedriften
Founded in Norway in 1877, Helly Hansen continues to develop professional-grade apparel that helps people stay and feel alive. Through insights drawn from living and working in the world's harshest environments, the company has developed a long list of first-to-market innovations, including the first supple waterproof fabrics almost 140 years ago. Other breakthroughs include the first fleece fabrics in the 1960s, the first technical base layers in the 1970s, made with Lifa® Stay Dry Technology, and today's award winning and patented H2Flow® temperature regulating system.
Helly Hansen is a leader in both technical sailing and performance ski apparel. Its ski uniforms are worn and trusted by more than 50,000 professionals and can be found on Olympians, National Teams, and at more than 200 ski resorts and mountain guiding operations around the world.
Helly Hansen's outerwear, base layers, sportswear and footwear are sold in more than 40 countries and trusted by outdoor professionals and enthusiasts around the world. To learn more about Helly Hansen's latest collections, visit www.hellyhansen.com