Amer Sports (www.amersports.com) is a sporting goods company with internationally recognised brands including Salomon, Wilson, Atomic, Arc’teryx and Peak Performance. The company’s technically-advanced sports equipment, footwear and apparel improve performance and increase the enjoyment of sports and outdoor activities. The Group’s business is balanced by its broad portfolio of sports and products and a presence in all major markets.


POSITION TITLE: Global Team Lead, Customer Logistics Service (m/f/d)
LOCATION: Garching near Munich / Germany or Altenmarkt / Austria or Krakow / Poland

POSITION DESCRIPTION:
As the Global Team Lead, you are a key player in our Logistics chain by managing the team in charge of requests prioritizations and claims management, as well as driving the communication in case of urgent logistic issues.

Your team drives all customer logistics requests for Europe and Northern America in order to provide the best quality of service to our brands.

As a strong support to the Distribution and Transportation department, you contribute to improvement projects at a global level, and you coordinate customers specific requests.
You lead a team of multi-national specialists located at different sites, mainly in Poland, Austria and Northern America.

MAIN RESPONSIBILITIES:

Lead the Helpdesk Function:
• Monitor Ticket-Activity (Service Level Agreement – First Response Time & Time to Solution; Queue Management).
• Be the Escalation contact for complex requests, incidents or complaints concerning Distribution & Transportation topics.

Coordinate customers’ logistics requests:
• Consolidate all customer requests.
• Take part in regular meetings with all key account’s representatives from Sales & Customer Service.

Drive stakeholders’ communication & support:
• Inform internal stakeholders on Distribution Centers performance, backlog, crisis, priorities management.
• Develop with the Transportation department the action plans related to carriers in case of claims.
• Support service improvement projects on global level.

Manage customer specific requests: VAS (Value Added Services)
• Consolidate customer requests and define standards.
• Perform regular commercial and service reviews.
• Set action plan for continuous improvement of service and costs.

Management scope: global team of 5-10 people

This position requires regular business trips in Northern America and Europe.

REQUIRED COMPETENCIES:
• Strong communication and influencing skills.
• Organizational & prioritization skills.
• Customer orientation.
• Strong analytical skills.
• Negotiation skills.
• Leadership skills
• Knowledge of Supply Chain processes is a plus.

YOUR PROFILE:
• You are a good communicator, fluent in English, with minimum 5 years’ experience in the environment of customer satisfaction, ideally as a manager of a customer service department or helpdesk function.
• You are a problem solver, with proven leadership skills and ideally a multicultural working experience.
• University degree or equivalent experience.

WHAT WE CAN OFFER YOU:
• An interesting role in an exciting industry
• Career progression and training opportunities
• The opportunity for independent and self-reliant work
• A friendly and vibrant working environment in a dynamic and international team
• Possibility to work from home 2 days a week

Please submit your application online.
When making the application, please state your salary expectation related to this role.