Under Armour, Inc. Account Services Team Lead in Manchester, United Kingdom
Manchester, United Kingdom
Under Armour is all about performance. Because what we make empowers athletes in every form to push themselves, to turn good into great, and to stay hungry for whatever comes next. And this is exactly what we expect from each other.
Working with us means one key thing: no matter what you do, you see every day and every project as a chance to push your field forward. In every store and every office, we build teams where everyone is an MVP. And together we tackle every challenge head on. Because we work to push the gear, the game, and ourselves farther.
We’re looking for people who do more than good work.
We’re looking for the Best in Every Game.
Under Armour strives to promote from within whenever possible. To be considered for this opportunity, you must have been in your current position a minimum of 12 months, not currently on disciplinary probation, and meet the minimum qualifications for this role. Additionally, please ensure that you have received your current supervisor’s approval and notified your HRBP if applying for a position outside of your current department.
The will manage a team of 6 Customer Service Representatives.
You will be responsible for the supervision and motivation of Customer Service Reps, ensuring KPI attainment and ensuring the effective processing of all orders. You will work together with the Manager Logistics & Customer Service (based Amsterdam) to ensure that first class Customer Service is delivered.
Essential Duties and Responsibilitiesinclude the following. Other duties may be assigned.
Responsible for running the day-to-day business operations of the Customer Service UK team.
Daily Leadership by example to build a great team who consistently demonstrate expected behaviors through setting, measuring and raising standards and performance.
Planning and managing resource levels (including rota management, holiday and recruitment).
Supporting the Sr. Manager Logistics & Customer Service to deliver business targets and objectives of first class service.
Manage, motivate and develop team through leading, coaching, training, 1 to 1’s, appraisals, organization and delegation of workloads etc..
Providing direction to team to ensure that customer service calls and emails are answered in an efficient, timely and knowledgeable manner in line with SLA’s.
Overseeing that all reporting and order books for your team are up to date and accurate.
Collaborate with account managers / account operations to address pertinent business challenges across the account base and be the first point of escalation for all UK Customer Service queries.
Provide weekly feedback on sales targets to the Account Ops Manager.
Creating and maintaining an effective working relationship with internal and external stakeholders (CSM, Supply Chain, Sales, Finance, Warehouse, Account Ops etc.).
Build and execute on order management efficiencies.
Weekly / monthly / Seasonal order book reporting and analysis per account requirements
Order book reconciliation
Proactive order management /maintenance– call offs, order entry, returns, credits, etc..
Ensure timely processing of customer orders and helps resolve customer disputes
Work with the Logistics Manager to understand DH capacities, order time frames, assist with routing and forecast order flow
Exceptional and proactive communication with accounts and sales team to achieve ‘clean order book’
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A genuine passion for customer service is the most important quality for us. Also essential:
Previous experience in supervising a team effectively and demonstrated skills in developing people and processes.
Excellent communication skills and experience building cross functional relationships.
Passion for sports
A proven track record of excellent customer service.
Degree educated preferred
Previous supervisory experience in customer facing environment
Native / fluent in English essential.
Solid IT skills, including Excel, Word and SAP
Excellent time management skills.
Behavioral Attributes of Ideal Candidate: include but are not limited to the following:
GET IT DONE, DONE, DONE – ACCOUNTABILITY • Holds others accountable for getting things done, lending support when needed. • Generates motivation and drive to hit departmental goals by emphasizing responsibility and communicating expectations. • Takes ownership of departmental results by tracking team contributions.
FIND A BETTER WAY – CREATIVITY & INNOVATION • Examines potential ideas and evaluates them against UA goals. • Realizes and accepts that failure is a necessary part of innovation. • Talks with others to gain new insight and see opportunities from a different perspective. • Advocates for and pursues new ideas.
WIN TOGETHER – COLLABORATION • Builds consensus with Teammates across the business unit and gives clear direction during cross-functional collaboration. • Motivates Teammates to build trusting, cross-functional relationships.
THINK GLOBALLY – GLOBAL PERSPECTIVE • Seeks and applies understanding of cultural differences and demonstrates comprehensive knowledge of global trends (social, political, and economic), adapting products and services to impact the business unit’s goals globally.
MAP THE FUTURE – STRATEGIC VISIONING • Translates business unit vision and goals into clear, specific and achievable objectives, making the vision tangible for individual teams. • Considers future scenarios, opportunities and risks to create action plans that align with business unit goals and UA’s overall strategic vision.
BUILD A GREAT TEAM – BUILDING TALENT • Pro-actively develops self and others by setting stretch goals and providing challenging assignments. • Serves as a trusted coach or mentor that guides Teammates through development opportunities, and gives feedback to ensure they are equipped to do the work independently. • Creates a team identity and shared purpose to drive toward team goals. • Develops and supports talent planning strategies to align with cross-functional needs.
MAKE THE RIGHT CALL – INTEGRITY & ETHICS • Acts in alignment with UA values and principles, encouraging other Teammates to do the same.
Under Armour is an Equal Opportunity Employer and we are committed to diversity in the workplace. We encourage qualified diverse candidates to apply. Under Armour does not discriminate against any candidate on the basis of race, gender, disability, religion, national origin, age, or any other protected category.