BIRKENSTOCK ist eine globale universale Marke, die sich gleichermaßen an alle Konsumenten unabhängig von geografischem Standort, Geschlecht, Alter und Einkommen wendet. Die historischen Wurzeln des Unternehmens lassen sich bis ins Jahr 1774 zurückverfolgen. Mit weltweit rund 7100 Mitarbeiterinnen und Mitarbeitern ist BIRKENSTOCK der größte Arbeitgeber der deutschen Schuhindustrie. Um unsere Qualitätsstandards zu gewährleisten, produzieren wir über 95 % unserer Produkte in Deutschland und beziehen mehr als 90 % unserer Materialien und Komponenten aus Europa. Die BIRKENSTOCK Group hat ihren Sitz in Linz am Rhein und unterhält mehrere Standorte in Deutschland, sowie Vertriebsniederlassungen in Europa, Nordamerika, dem Nahen Osten und Asien.YOUR SHOES TO FILL:
- Customer Service (B2B SIDE)
- First and main contact for our B2B clients in Greater China and establish and maintain a strong relationship with all our clients
- Responsible for customer enquiries complaints
- Quality Claims: quality check and corresponding claims management process, control points and KPIs
- Return management – Manage customer return or destruction after approved claims
- Develop best-in-class customer service procedures and KPIs
- Customer Service (DTC SIDE)
- First and main contact for our 400- or official customer service email portal
- Responsible for customer enquiries complaints
- Establish a dedicated process for handling companits escalated to market supervision authorities, ensuring timely response and resolution within regulatory deadlines
- Analyze root causes of official complaints (e.g product quality, false advertising, pricing disputes, labeling issues, service quality etc) and coordinate with corresponding departments for improvement
- Management Reporting
- Order Intake – track against budgets plans
- Bi Weekly YEP - in price, quantity valued currency
- Risk Management - identify risks mitigating actions ensuring budget delivery
- On Time Delivery Backlog – in quantity valued currency
- Order Management Execution
- Order Intake
- Creation / Maintenance of Master Data in SAP daily monitoring of Sales Order
- Manage Scheduled Deliveries of Open Orders
- Order Administration Reports: Processing, Allocation Order Tracking
- Open Orders - in price, quantity valued currency
- Status Reporting Changes - in price, quantity valued currency
- Monitors files credit management documentation as well as logistics documentation for all goods movements
- Expected Delivery to the Market(s) - in price, quantity valued currency
- Account Statement: Rolling Updates - in price, quantity valued currency
- Credit Management: Accounts Receivable – Ageing in Quantities and Valued Currency
- Business Process Management
- Document AS-IS Business Processes, including documentation of Key Data Structures
- Evaluate Design and Effectiveness of current Operating Business Processes
- Lead all re-designs and updates of business processes that reflect industry best practices (Blueprinting, testing, master data)
- Automate Business Reporting – Faster x more reliable Data to Management Information
- Build comprehensive business process training deck for various stakeholders
- Build Internal Audit program Conduct Internal Audits documenting risks
- Establish a formal „best-in-class“ SLA to various internal external stakeholders
- Business Process Management
- Document AS-IS Business Processes, including documentation of Key Data Structures
- Evaluate Design and Effectiveness of current Operating Business Processes
- Lead all re-designs and updates of business processes that reflect industry best practices (Blueprinting, testing, master data)
- Automate Business Reporting – Faster x more reliable Data to Management Information
- Build comprehensive business process training deck for various stakeholders
- Build Internal Audit program Conduct Internal Audits documenting risks
- Establish a formal „best-in-class“ SLA to various internal external stakeholders
YOUR WALK OF LIFE
- Bachelor's degree in business, customer service or related field preferred
- Ideally 5-10 years working experience in related field
- Functional expertise in operations management and intercultural competence
- Good communication skills with internal departments and external parties
- A good team player, with apparel / consumer goods working experience preferred
- Must engender a positive “can do” attitude in others
- Strong entrepreneurial and structured mindset including hands-on mentality with ownership and conscientiousness.
- Strong strategic and analytical capabilities to identify, read and interpret operational digital data to drive insight actions for better operation performance as well as process optimization
- Native or bilingual proficiency in Chinese; professional proficiency in English; German is a plus
- Strong IT skills, including advanced MS Office proficiency and hands-on experience with SAP (MM/SD modules)
WIR BIETEN IHNEN:
BIRKENSTOCK bietet Ihnen alle Vorteile eines erfolgreichen, stark wachsenden, globalen Unternehmens: ein dynamisches Arbeitsumfeld, großen Gestaltungsspielraum, eine authentische und offene Unternehmenskultur sowie hervorragende Entwicklungsmöglichkeiten. Klingt spannend? Ist es auch. Wir freuen uns auf Ihre Online-Bewerbung unter Angabe Ihrer Gehaltsvorstellung.
Bei Fragen zu dieser Position steht Ihnen Anna-Lena Krapp gerne zur Verfügung.
