• eCommerce Assistant Customer Service Manager - German Speaking

    Location UK-Blackburn (Distribution Centre)
    Job ID
    Position Type
    Permanent Full-Time
    Digital & Ecommerce
    Pentland Brands

    Pentland_Brands_Recruitment_Banner - icims


    Building a family of brands, for the world to love, generation after generation


    Pentland is the name behind some of the world’s best sports, outdoor and fashion brands.


    We own Berghaus, Canterbury of New Zealand, Speedo, Boxfresh, Ellesse, KangaROOS, Mitre, Prostar and Red or Dead. We are also the global licensee for Lacoste Chaussures and Ted Baker footwear, the UK licensee for Kickers, and are shareholders in other companies such as Hunter, Butterfly Twists, Heidi Klein and Tracksmith.


    We’re a third-generation, family-owned business – and we retain strong family values. We care about people, and that’s what drives our day-to-day work. Last year the Great Place to Work® Institute recognised Pentland Brands the 11th Best Workplace in the UK and the 16th Best Workplace in Europe. Our global headquarters is in the UK and we employ 2,000 people across 20 countries around the world.


    We believe that doing business the right way, with respect for people and the environment, is essential for ensuring our long-term sustainability - generation after generation. The Pentland values are at the heart of what we do and how we interact with the world around us.


    For further information, please visit www.pentland.com.


    Job Objective;

    Provide all Digital consumers with first class customer service, enhancing their experience and exceeding their expectations.

    To support the Digital Customer Service Manager in achieving a high standard of professionalism by the team. To ensure that the service received by our consumers is of an excellent standard, in both English and German language by your team members, through regular training, coaching and development.


    To provide a consistent high standard of customer service to all Digital customers and Source Shop. To ensure the accurate and effective usage of all Digital operating systems, through evaluation and analysis.


    You will own many aspects of support ranging from creating standard responses , for your platforms, training and utilising the team to increase consumer satisfaction.



         Customer / Consumer Elements


    • Ensure that all customers are given a positive experience and receive first class customer service in all aspects of communication, in both English and German language
    • Actively manage your consumer expectations/experiences both internal and external
    • Help produce KPI information and data analysis.
    • Help manage all telephone calls – ensure all calls are answered within a reasonable time and voicemails are dealt with effectively
    • Resolving consumer complaints.
    • Support the email process, ensure that all emails are dealt with as and when received and that accurate responses given quickly.
    • Ensure consumer confidentiality i.e. payment details
    • Help to collate data and evaluate for trend analysis for your teams key functions.
    • Meet or beat set SLA’s.
    • Peak management – ensuring all risks are managed and workloads are managed and resourced for.
    • Provide training to new members of the Team and review any training given.
    • Organise and attend regular communication meetings with your respective brands and vendors
    • Good problem solving and analytical skills 
    • Thorough understanding of digital process from product and fulfilment to consumer service and impacts
    • Support your manager in all aspects of running the department
    • In the absence of your manager take ownership for running the department. Ensure the service is kept at a consistently high standard. 
    • Assist in auditing all processes on a routine and regular basis.
    • Maintain SOP’s and revisit/update as and when required – communicate all changes made
    • Actively seek out improvements and make recommendations to your manager.
    • Help create a professional, functional and pleasant office to work in
    • Manage your team, PDRS, RTW and hold monthly one to ones etc
    • Attend regular team discussions, have a constructive input to these meetings. Help to document / minute discussions and action points raised
    • Help to multi skill team to allow for absence/holiday cover– develop brand experts
    • Ensure inputting accuracy levels remain at a high level – perform spot checks
    • Build relationships with all DC teams for them to understand the Digital process better. 
    • Attend regular face to face meetings with your brands to continue great working relationships, and fully understand their brand journey mapping for the future. 
    • Looking for Improvements within the team to streamline services and reduce wasteful steps and cost. 
    • Evaluate and analyse systems to ensure it is being used to its maximum benefit 
    • Report on productivity and react accordingly 
    • Utilise the customer service team and web technologies to increase consumer satisfaction



                             What you need to have


    • Previous supervisory experience (ideally in an online  customer service environment)

    • Good working knowledge of Microsoft Office Products
    • Good general secondary education, in particular English and Mathematics

    • Good People Manager

    • Strong written and verbal communication skills

    • Highly organised and motivated

    • Professional approach/appearance

    • Good training approach

    • Be results and deadline driven

    • Ability to react well to change

    • Friendly and approachable

    • Good motivational skills

    • Positive approach to work

    • Absolute confidentiality

    • Be able to give clear and concise instructions

    • Good at working under pressure

    • Team player

    • Good telephone manner

    • Willingness to work flexible hours




     This overview gives you a feel for what you’ll be doing day to day but it’s not an A to Z.


     www.pentland.com                                     https://careers-pentland.icims.com/                                    



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