Retail & E-Commerce
14 Jul
Customer Service Executive
About the Role
Our client, a leading global sportswear brand, is looking for a Customer Service Executive to ensure the seamless execution of the order-to-delivery process while delivering outstanding customer service. Working closely with Sales, Logistics, Finance, and Marketing teams, you will play a key role in ensuring operational excellence, maintaining strong customer relationships, and supporting the company's commercial objectives.
This is an excellent opportunity to join a dynamic, international environment where customer satisfaction, collaboration, and continuous improvement are at the heart of the business.
Key Responsibilities
Execute the Order-to-Delivery Process
Manage the end-to-end order-to-delivery process, including order entry, scheduling, rescheduling, allocation, order release, outbound coordination, returns, and defective product management.
Ensure all activities are executed in line with global, regional, and local operational guidelines, KPIs, and business processes.
Maintain high levels of service while ensuring operational accuracy and efficiency throughout the customer order lifecycle.
Collaborate Closely with Logistics Partners
Coordinate with third-party logistics (3PL) providers to ensure accurate and timely deliveries that meet customer requirements.
Build strong relationships with logistics partners by providing operational guidance, coordinating warehouse meetings, and supporting continuous service improvements.
Work proactively to resolve delivery issues and optimize logistics performance.
Deliver Exceptional Customer Service
Act as the key operational contact for assigned customers, ensuring the highest level of customer support.
Partner closely with the Sales team to support go-to-market activities and deliver an outstanding customer experience.
Ensure service levels and operational KPIs are consistently achieved.
Build Strong Customer Relationships
Manage customer enquiries and resolve order-related issues efficiently.
Coordinate claims, returns, defective products, and replenishment solutions.
Identify opportunities for proactive selling and customer support in line with business objectives and cluster strategies.
Collaborate Across Functions
Work closely with Sales, Finance, Marketing, Logistics, and Supply Chain teams to coordinate customer deliveries and product launches.
Contribute to reducing claims, improving customer satisfaction, and optimizing logistics costs.
Participate in continuous improvement initiatives and cross-functional projects to enhance operational efficiency.
Profile
Previous experience in Customer Service, Order Management, Customer Operations, Logistics Coordination, or Customer Supply Chain preferably in sporting goods industry.
Experience managing the full order-to-delivery process in a fast-paced commercial environment.
Strong customer service mindset with excellent communication and relationship management skills.
Experience in management tools: SAP SD, Office (Excel and Power Point), Power Bi (not excluded). Knowledge of other CRM systems will be highly valued
Strong organizational skills with the ability to manage multiple priorities while maintaining accuracy.
Excellent problem-solving skills and the ability to collaborate effectively with cross-functional teams.
Proactive, adaptable, and committed to delivering an exceptional customer experience.
Languages: Fluent Spanish and high level of English is required. Portuguese will be highly valued.
Benefits
Monthly meal voucher (11 months per year).
Public transport allowance or a parking space.
Language courses to support your professional development.
On-site gym at the office.
Opportunity to join a collaborative, international team within a globally recognized sportswear brand.
Career development opportunities in a dynamic and fast-paced environment.
Ready to take the next step in your career? Join one of the world's leading sports and retail brands and make an impact as part of a dynamic, international team. Apply now!