People, Person, Apparel, Clothing

Account Operations Representative

Account Operations Representative

Hilversum | North Holland | Netherlands

Converse is the story of a sneaker that started on the court and moved to the stage and street. We're a company ready for change and that's who we hire: the most malleable, the most innovative, and the most creative. Our clothes and sneakers have been worn by rebels, rockers, rappers, artists, thinkers, and individuals. So that's why we hire individuals. So we're speaking the same language.

Retail Corporate

Without You, We'd Just Be Collectors of Our Own Stuff

Business equals selling stuff. That's the basic model. The more complex awesome model is creating stuff that people identify with and then you figuring out how to get it to them. We need people like you: creative, dynamic problem solvers who see it as more than business. Who see it as giving people the tools of self-expression and individuality.
Description

At Converse, the Customer Operations (COPS) team takes pride in servicing the consumer in the integrated marketplace - whether they shop at one of our retail partners, in a Converse store or online.

The COPS team plays a key role in supporting the Converse growth and delivering premium consumer experiences. Amongst other activities, we are responsible to maximize in-season service, revenue and margin while keeping the marketplace healthy. We do so in close partnerships with our sales/digital direct, finance, S&OP and supply chain teams.

In the account operations representative role, you will be responsible for pre- and inseason orderbook execution for Account/s to support sustainable and profitable growth for Converse. The strategic accounts are our largest accounts, our key growth generators and require the greatest strategic focus tied to their complexity, maturity, and level of customer contact/management.

In partnership with stakeholders across the organocation and with the DTC teams, this role is accountable to drive a qualitative and healthy orderbook, achieving shipping targets through effective inventory management and delivering superior customer service for success at Retail.

Responsibilities;

• Tracking to business goals: Drive the delivery flow to the 30 CFS doors and pro-actively track progress against goals within the season. Drive daily/weekly/monthly operational performance - work against performance targets, give updates during reviews, and follow-through on actions assigned
• Drive orderbook quality: Execute timely order book recon processes at the time of contract entry. Collaborate with GMM teams to maximize product availability and supply chain efficiency.
• Drive seasonal execution excellence: drive pro-active management of holds, cancellations, air freight requests, late orders, uncovered orders, launch dates etc in line with sell thru, marketplace reality and policy. Proactively flag product delays and order book gaps and take actions.
• Execute shipping: receive and process booking requests, work with distribution center, allocation support, carrier, monitor delivery performance and solve problems including rebooking
• Manage Launch: monitor incubate and brand focus launches against predefined service parameters in support of brand initiatives.
• Deliver superior customer service through quick response time to complaints and ad-hoc requests. Ensure operations & supply chain performance is monitored through specific metrics against the agreed SLA and drive actions to improve accordingly.
• Represent operations to ensure healthy marketplace, effective mechanics of inventory management, and mutual profitable growth.
• Analyze internal processes, order book patterns and shipping performance and identify root causes to suggest and act upon process improvement opportunities.
• Develop and maintain relationships with the cross functional stakeholders
Qualifications
• Bachelor's degree in Business Management and/or Supply Chain
• 2 years of relevant experience in Operations/Supply Chain and Project
• 2 years of experience in a multinational consumer products environment, and a good understanding of consumer, retail and servicing the marketplace.
• Experience in managing supplier/customer relationships
• Customer Service mindset with focus on delivering superior customer service
• Demonstrate strong conceptual understanding of supply chain business models
• Advanced analytical and problem-solving skills including technical reporting skills
• Strong interpersonal and written/verbal English communication skills in a multinational environment with the ability to effectively communicate and influence various levels within a matrix structure
• Advanced level proficiency in using MS Word, Excel, PowerPoint. Experience with SAP is a plus

Converse is more than a company; it's a worldwide advocate for self-expression. This belief motivates our employees, permeates our working environment and inspires our products. No two of us look or think exactly alike. We are each one-of-a-kind. Individually and as a culture, we have the freedom to create and grow professionally. Generous benefits packages only sweeten the experience. From Boston to Shanghai, from Brand Design to Finance, Converse is a brand that celebrates the unique and creative people of the world. Together, we're different.

Job ID 00452505

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