Customer Service Strategic Accounts EU

JOB DESCRIPTION

Youre an original. So are we. Were a company of people who like to forge our own path. We invented the blue jean in 1873 and we reinvented khaki pants in 1986. We pioneered labor and environmental guidelines in manufacturing. And we work to build sustainability into everything we do. Our brands stand for freedom and self-expression around the world. Where we lead others follow. For more than 160 years weve used the strength of our brands to lead with our values and make an outsized impact on the world. We employ more than 15000 people globally to support our great brands: Levis Dockers Denizen Signature by Levi Strauss & Co. and Beyond Yoga. About the Job Single point of contact for Strategic Account contacts for consolidated view/reporting on order status/deliveryTake care of all customer enquiries through to resolution such as order handling shipping notification missing items product questions faulty goods returns and customer receives all the relevant information relating to open orders & deliveriesEffectively review and analyze the order file highlighting risks and opportunities highlight impacts directly into weekly forecast submissionEnsure all customer special requirements (VAS leveling bagging booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure seasonal VAS data is procured from customer and uploaded to respective systemsWork closely with Distribution/logistics teams to ensure timely shipment of orders and support of issue resolutionPartner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunityOn time delivery for LSE product launches or tests to be aligned with marketing strategy and timelinesGovernance of order book pricing aligned to agreed trade termsEnsure all customer special requirements (VAS leveling bagging booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systemsTesting of new system functionalities and maintenance of all training materials as relevantEnsure that customer data is maintained is up to date always with high accuracyIn the case of cancellation and/or returns requests negotiate solutions to minimize dilution and/or organize appropriate approvals and completion of requests in line with Levis and solve for customer claims and disputes related to order management root cause (missing discount short deliveries etc etc)Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery demand fill rates and operational excellenceBuilding an interface and proactive communications between internal and external stakeholders of the business as buying departments Sales Merch Planning Finance Distribution and Vendor party agreed OM and AR activities are carried-out on time and within agreed service levels by the external provider as agreedDrive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management delivery process automation and to facilitate timely collections and cash post to accountsEnsure Top and Strategic Account Business Plans are operationalized into Order Management and Account Receivables prioritiesProduce quality analysis and action plans to minimize the AR positions and Credit blocked orders volume and escalate significant A/R related issues to O2CX and Finance Management on timeEnsure collection activities are carried-out on time and within agreed service levels and aligned to agreed financial targetsEnsure the service provider has accurately completed all cash applications in accordance to the SLAsConduct account reviews for A/R balances to provide commercial teams with information about debt position payment history and creditworthiness ahead of customer appointments and attend if appropriateGet past due invoices paid and identify why invoices have become delinquent so action can be taken where necessary to resolve and avoid accounts for invoices coming due to ensure that payments will be received. Proactively review customer account / statement / websites for clear account assigned accounts to ensure that the past due balances do not exceed the established past due percentages and that agreed targets are met. Maintain regular communication with support the bad debt and legal procedures for the Cluster Channel. Review the Bad Debt proposal in liaison with the Credit Controller and provide qualitative input to the accruals the major balances and changes vs. prior quarterSupport Cash Applications through research and resolve of missing/unclear payment remittance adviceAnalyze and solve billing issues related to AR root causeCoordination with customers and internal stakeholders for all related Dispute and Chargeback resolutionAttend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time payments reduce Days Sales Outstanding (DSO) improved remittance handling and reduction of aged with Finance Team and to ensure all customer Terms and Condition and Agreements are aligned between the customer the sales accounting team CS and Shared Service Account reviews for AR balances to provide Sales Account Managers/Directors with information about order and debt positions ahead of Customer appointments and attend if LS& Co and customer accounting for the Audit You Must Have3yrs experience of business to business accounts customer serviceTechnical experience with SAP or similar ERP systemFluent English - both Written and VerbalExcel Intermediate to Advanced level (including VLOOKUP Pivot Tables IF statements)High level Analytical Skills. Ability to accurately formulate and manipulate data interpret and draw conclusion and summarize findings. Ability to track performance effectively through multiple data sources consolidated reportingCritical Customer Support SkillsPositive attitude: The ability to envision and expect favorable results. The willingness to try doing new : The facilitating share of information between all key stakeholders for mutual commercial : The ability to work cohesively towards common goals creating a positive working environment and supporting each other to combine strengths and enhance overall team -management: The skill to work autonomously problem solving resisting stress communicating clearly and managing time and priorities with minimal direction/ to learn. The readiness or quickness in learning new skillsThinking skills (problem solving and decision making). The ability to process information make connections make decisions and create new ideasEducationBachelors degree (or equivalent work experience1-2 years in a corporate environment required; apparel industry preferred. Order Management/Cash Collection experience preferred. 2-5 years experience with SAP or similar ERP order management system Making and Problem solving:Ability to work independently to resolve problems by partnering with suppliers and key stakeholders to make accurate decisions on to handle multiple tasks and projects simultaneously and conflicting deadlinesExcellent organizational/prioritization skills; attention to detail Excellent written and verbal communication skillsStrong listening and interpersonal skills with focus on collaborative teamwork and negotiationProven ability to work with diverse teamsFluent English - both Written and VerbalSecondary languages German Dutch French Italian Spanish (as needed on the position)Good understanding of logistical processes across marketsExperience of Automatic system interface (EDI)Financial and Credit Management or Accounts ReceivableExperience with supplier portal applications (Vendor Central)1-2 years in a corporate environment required; apparel industry preferred. Order Management experience preferred.

LOCATION

Warsaw Poland

FULL TIME/PART TIME

Full time

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