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Customer Service Team Leader, Havaianas – Alpargatas

Customer Service Team Leader, Havaianas – Alpargatas

Background

The first pair of Havaianas (Portuguese for Hawaiians) was born in 1962. Not long after, in 1966, the iconic Brazilian brand invented the flip-flop and brought it to market. Since then, numerous landmark achievements paved the way of Havaianas, proud member of the Alpargatas Argentina Group family, becoming one of the world’s largest footwear suppliers today. Still producing in Brazil, using local materials, the brand has step-by-step build on its product portfolio, ranging from flip-flops to sandals, espadrilles and accessories. Continuing to spread the Brazilian way of life throughout the world, Havaianas aims at “Bringing joy to your feet”.

The Role

Alpargatas are looking for an energetic, proactive and organised Customer Service Team Leader to lead the customer service team in Central Europe, based in Düsseldorf, Germany. The successful candidate will be responsible for key account support, visits of strategic wholesale partners and in charge of optimizing processes and workflows. They will be in constant communication with internal and external stakeholders; GM, Sales & Marketing in Germany, Customer Service Manager, Operations & Finance in Madrid, along with warehouse and logistic partners and external finance collectors, in order to coordinate and implement the EHQ activities within the country.

Key Responsibilities

  • Full management of the local customer service team: recruitment, performance management, development of the team, termination etc.
  • Responsible for ensuring that Corporate (Alpargatas) and Functional (Operations & Customer Service) information flows within the team
  • Responsible for a proper and efficient integration with regional sales team, to deliver the best service to our customers
  • Ensure reliable data within the system through regular system audits and identify areas of improvement; responsible for communicating them to EHQ for decision making
  • Creation and implementation of an efficient shipping calendar to guarantee providers capability (warehouse & transport) and service, in coordination with EHQ
  • Coordinate all operational processes for Wholesalers to ensure the correct order preparation and delivery in association with a high service of level and cost efficiency (VAS)
  • Warehouse and Transport point of contact – responsible for defining priorities set up in coordination with EHQ
  • Responsible for the invoicing documents issuing process in the region to the customers, in coordination with Regional Financial Controller.
  • Implementation of all Operations Corporate processes & routines, previously defined at EHQ level
  • Responsible for developing local procedures that guarantee the best service to the customers and elevate these to EMEA Customer Service Manager for approval
  • Responsible for data analysis & efficient reporting – accountable for region/market service KPI´s
  • Control of virtual warehouses & stock in coordination with EHQ
  • Lead team meetings for feedback and gathering of information to be escalated to EHQ

Qualifications & Skills

The ideal candidate has gathered previous experience within the fashion/lifestyle industry and is equipped with an excellent knowledge of the wholesale and footwear environment. He/she has already accumulated at least three years of professional experience in customer service and is characterized by a highly energetic and hands-on work approach, as well as a high level of organization.

A skilled multi-tasker and communicator, the future position holder is fluent written and spoken, both in German and English and has a proficient knowledge of Microsoft Excel and SAP Business objectives. He/she is an enthusiastic team player, excelling in difficult situations, with a high level of flexibility, reliability, responsibility and a “can-do-attitude”. Furthermore, the new Customer Service Team Leader has an entrepreneurial spirit, is commercially orientated, detail focused and can identify with Havaiana’s values. He/she takes joy in working within a dynamic and open-minded atmosphere and ultimately not only contributes to the company’s commercial success but also to its positive company culture.

For a confidential discussion about the role, please contact:

Jenifer Tur
Senior Consultant

jtur@sriexecutive.com
t: +41 (0)21 943 33 81
m: +41 (0)78 664 10 11

Thomas Weger
Consultant

tweger@sriexecutive.com
T: +49 (0)89 2155 788 42
M: +49 (0)176 322 840 35

Tagged as: Düsseldorf, Fashion, Germany

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