成都招聘

OVERALL OBJECTIVES

The customer service supervisor is a key person in ensuring professional customer service to ECCO’s customers.

Overall the customer service supervisor is responsible for:

· Ensuring proper support and service to all the ECCO customers

· Ensuring a close and continual dialogue with all customers

· Ensuring that all relevant information is provided to the markets

· Ensuring that the relevant department at ECCO SH is informed about any deviations as well as key activities from customer side

KEY RESPONSIBILITIES

Sales

Together with the team:

Order flow

• Arrange team to key in main order in system correctly after conference
• Monitor main order status, minimize J0 and cancellation orders
• Monitor repeat order in system, ensure repeat order are delivered on time, and clear wrong &unnecessary repeat order in time
• Together with the sales team/Merchandising department to clear DSL
• Whenever accessories arrive in warehouse, monitor the team to place orders in system according to the original order request.

Logistics

Seasonal planning and co-ordination together with Logistics on:

• Work together with logistics to fulfil the delivery plan by week and by month level
• Monitor and achieve delivery target for every month
• Ensure dealers are fully aware of any delay or cancellation
• Update and inform customers the status of outstanding orders especially on key accounts
• Monitor and make reports on delivery performance against customer request
• Ensure that backorders are kept to an absolute minimum
• Work together with logistics to clear J0

Finance:

• Monitor dealer’s payment, work with sales team on outstanding payment problem
• Key dealer make sure bank guarantee

Service

• Ensure that all customers are informed with any new developments
• Ensure that the markets are kept informed about any changes in the collections
• Ensure that feedback of inquiry or complaint from customers is done in 24 hours
• Ensure that the team handle consumer claim on time

Reporting/information

• Set up sell-in & sell-out database
• Make weekly &monthly analysis as requested

Sales conference:

• Coordinate with customers on participation issues and update information as well as arrangement of accommodation
• Help keep the discipline and flow of the conference as agreed upon
• Other service related matters during conference

Claim

• Communicate with customer/consumers on claim information collection and handling
• Collect monthly claim reports from markets;
• Follow up on compensation to the market with ECCO Quality Department / Service HQ.

REQUIREMENTS

• More than three years customer service working experience, at least two years customer service supervisor experience.
• Able to work independently with strong self-initiative, good sense of service
• Experience in customer order fulfillment, shipping, and delivery
• Good command of English and Chinese in both speaking and writing
• Good analytical and problem solving skills
• Basic functions of SAP & Business warehouse
• Proficient with MS Excel

“ECCO”来自北欧的童话王国丹麦，创建于1963年，其生产及销售网络遍布全球60多个国家。
“ECCO集团”对中国市场的巨大潜力和战略地位高度关注，于2006年1月成立了“爱步贸易（上海）有限公司”，目前我们在中国有470多间的专卖店和店中店，在品牌和销量方面都居于同行业之佼佼者。
充分尊重、平等自由、培训发展、环境保护、社会责任、永续经营是ECCO企业文化中的重要组成部分，“让愉悦舒适的行走体验带来全新的健康生活模式”是ECCO人的努力方向。我们相信在整个社会越来越重视质量和健康的今天，ECCO品牌鞋会以其独特的形象更加深入人心。
ECCO诸多企业文化中重要的一条是“人是最重要的资源”，我们期待着优秀的您加盟ECCO，共创美好明天！